Customer Service Representative- 3rd Party Contract (seasonal)
Date: Sep 8, 2021
Location: Baltimore, Maryland, US
Company: Under Armour
Under Armour has one mission: to make you better. We have a commitment to innovation that lies at the heart of everything we do, not just for our athletes but also for our teammates. As a global organization, our teams around the world push boundaries and think beyond what is expected. Together our teammates are unified by our values and are grounded in our vision to inspire you with performance solutions you never knew you needed but can't imagine living without.
This is opportunity will be remote-based.
Essential Duties & Responsibilities
Connect with the Ecommerce Under Armour customer across several channels of communication: phone, chat, email, and social media.
Represent the company and our customer service philosophy with the utmost integrity while delivering world class customer service.
Add value for customers by building relationships and trust through customer interactions.
Maintain an in-depth and up to date knowledge of products and sales techniques, become a product expert.
Identify and communicate trends and improvements which could help drive our business.
Assist with a variety of inquiries related to customer orders, product information, and company policies.
Process all global direct customer exchanges and work with Customer Service team to ensure timely processing.
Work with both SAP operating system and Right Now Technologies (RNT) to research and resolve customer returns, exchanges, gift card and carrier claim requests.
Refine sales skills through on-going participation in sales meetings, training.
Promote teamwork by assisting and sharing information with other CSRs
Contribute impactful sales, service, and knowledge that will propel Under Armour towards exceeding team goals and sales plans.
Meet and exceed all performance objectives and metrics set in scorecards
Exhibit a professional and positive attitude and possess exceptional interpersonal skills.
Qualifications (Knowledge, Skills & Abilities)
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Education And / Or Experience
Bachelor's degree or 2 years equivalent customer service experience
Familiarity with basic IT systems and functions
Bilingual Spanish or French a plus
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Excellent oral and written communication skills.
Ability to multi-task in a fast-paced environment.
Proven Customer Service skills
Ability to work a flexible schedule which could include days, evenings, and weekends.
At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.