Sporting Goods Store-Sales and Customer Service

Job Description

Starting pay $0.180 per productive minute OR Alt Base Rate of $9.00 per hour, whichever is more. This is a remote position, a quiet home office required, computer and internet. This is a 1099 contract position. Contracts are 3 months time lengths and are renewable every 3 months. The agents self-schedule their shifts 2 weeks in advance.

What to Expect Delivering Support Services for DSG

• Respond to “Where is my order” calls

• Assisting customers with product questions

• Placing new orders/volume orders

• Handling existing orders: returns/replacements

• Provide store-specific support

• Tracking shipments • Gift Card/Loyalty Card support

• Dispositioning all calls

• Screen escalation requests to enterprise from agents in the chat room

• Observe call queue for AHT and call statuses

• Deliver first call resolution with white-glove service Keys to Success:

• Best fit for your agents with a working knowledge of sports, outdoor activities, and armchair enthusiasts

• Your agents should have a love of sports, be patient and kind, and be able to put the customer first.

Certification Time

Phase I 9/3/19 – 9/23/19 This course will: Educate learners about the client, how to navigate systems, and how to use these tools to resolve customer inquiries. This course is in-depth and requires a strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation. This phase is: • Three Weeks: Four hours of instructor-led content per day and up to two hours of self-paced content per day

Phase II Certification SOW Earn While You Learn! 9/24/19 - 9/28/19 Live call handling, during designated class times This phase is: • Opportunity for learners to apply all that was learned in Phase I on live calls, and perform quality assurance support while continuing to participate in the instructor-led session and self-paced content to expand understanding of client program. Time to earn revenue! During Phase II, intervals can be scheduled during designated class times.

Class Time

Monday – Friday

9:00 AM –1:00 PM EST 

2:00 PM – 6:00 PM EST. 

6:00 PM – 10:00 PM EST

Hours of operations

7 Days a Week 7:00 AM EST – 1:30 AM EST Majority of hours available from 8:00 AM to 10:30 PM EST Weekend and Holiday Requirements 4 hour required on Saturday, Sunday or a combination of both and on all Federal holidays. *Subject to change based on client needs. Suggested interval volume and hours are available different for certification SOWs. Please see the certification section for detail. Agents are required to work a minimum of 15 hours a week with the required weekend requirement.

Top Performing Call Centers:

• Have agents that are fluent, both written and verbal, in English

• Demonstrate a proven ability to deal with challenging customers and situations

• Are confident in their ability to achieve metrics

• Build and maintain strong working relationships through exceptional communication

• Provide proven problem-solving capabilities to deliver practical solutions

• Expertly navigate the Internet and demonstrate a working knowledge of Microsoft Office programs such as Outlook, Excel, and Word

• Type 25+ words per minute

• Demonstrate a working knowledge of a variety of sports and outdoor activities

• Have previous customer service experience within a call center/call handling environment

Overview of the DSG Call Type

• Assisting Loyalty customers with points, discounts and more

• Placing new orders for individuals or high-volume orders

• Delivering an extremely high level of sophisticated customer handling and communication

• Expressing a significant capacity to troubleshoot all order related issues to customers while demonstrating empathy

• Owning customer issues to the point of resolution, keeping customers updated throughout

• Ensuring all information related to customer issues are logged and tracked

• Providing a quick and thorough understanding of customer priorities & identify key improvement areas

• Understanding the customer's needs & acting with the customer in mind

• Advocating and ensuring satisfaction for all customers

• Up-selling and cross-selling

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