Customer Service Agent- Email

About Our Client

The organization operates within the athletic apparel industry, focusing on providing quality products and customer service. It addresses common challenges in retail customer support by offering clear, consistent, and efficient communication to resolve customer inquiries and issues. The company emphasizes service excellence and customer satisfaction through personalized and professional support.

About the Opportunity

The Customer Service Agent- Email is responsible for delivering professional, empathetic, and efficient support through email and other written channels. This role is key to maintaining customer satisfaction by resolving inquiries and issues clearly and promptly. The position contributes to upholding the program’s service standards and supports collaboration across teams to enhance overall customer experience.

Responsibilities

• Respond efficiently to customer written communications regarding order status, product information, returns, and exchanges
• Provide professional, empathetic, and consistent messaging to build customer trust
• Research and resolve issues accurately using internal tools
• Escalate complex or sensitive issues to senior team members as needed
• Document customer interactions in CRM systems following protocols
• Identify and report recurring issues to support process improvements
• Stay updated on products, policies, and procedures to provide accurate information
• Collaborate with cross-functional teams for timely resolution of concerns
• Assist with inbound calls and other tasks as assigned, demonstrating flexibility
• Recognize when to shift from written support to verbal communication
• Meet or exceed performance targets related to accuracy, professionalism, and satisfaction
• Work overtime during peak periods when required
• Perform additional tasks and projects as assigned

Requirements

• Minimum of 1 year of customer service experience
• Experience in the athletic apparel industry preferred
• Exceptional written and verbal communication skills
• Strong critical thinking and problem-solving abilities with attention to detail
• Ability to multitask across multiple systems and platforms
• High school diploma or equivalent required; further education or training in customer service is a plus

Pay Range and Compensation Package

• Rate: $21-23 per hour

Benefits & Perks

• Paid Time Off (2 weeks per year for full-time employees, accrued based on hours worked)
• Paid holidays including New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Day after Thanksgiving, and Christmas
• Health and vision insurance through Regence BlueCross BlueShield (effective first of the month after hire)
• Dental insurance through Regence (effective first of the month after hire)
• Company-paid group term life and long-term disability insurance through MetLife (effective first of the month after hire)
• Optional additional life and accident insurance for employees and dependents
• Flexible Spending Account for health and dependent care expenses
• Health Savings Account for health expenses with HDHP participation
• Employee Assistance Plan through Canopy
• 401(k) plan with employer matching after three months of employment

Key skills/competency

• Customer Service
• Email Support
• Communication Skills
• Problem-Solving
• CRM Systems
• Customer Satisfaction
• Athletic Apparel Industry
• Multitasking
• Empathy
• Written Communication