Customer Service and Support Representative

Rally House is a specialty retail store that carries all things local! We are looking for people who enjoy working for a growing organization, as we currently operate 300+ stores nationwide, with many more to come! You will enjoy an exclusive store discount when you join our team, as well as a competitive benefits package with flexible PTO, 401k match, parental leave, paid holidays, and receive continued development opportunities as we grow our company. We don't just provide jobs, we provide careers. Apply today and be part of our growth!

Job Description

The Customer Service and Support Representative I will support both external and internal customers by assisting with product inquiries, providing order status updates, and answering questions related to customer purchases. This role requires a strong sense of urgency and a commitment to delivering excellent customer service. This position will primarily focus on either customer or store support responsibilities while also assisting the other area during high-volume periods.

Responsibilities

Customer Support Responsibilities

• Answer chats and calls from customers
• Serve as the first point of contact for Rally House customers and maintain a prompt, polite, and professional demeanor in all interactions
• Research and resolve customer order or shipping issues
• Cancel line items or orders per customer request
• Assist customers through the purchasing process when needed
• Provide best-in-class customer service to ensure a positive customer experience

Store Support Responsibilities

• Answer chats and calls from Rally House store employees
• Research and provide answers to order and product-related questions
• Capture data from each interaction
• Report inventory discrepancies or product issues identified by store employees
• Work with the Store Support Supervisor to ensure trending information or store-level issues are communicated to the appropriate teams
• Assist management with training new hires on store support functions when required

Skills and Knowledge

Ability to provide outstanding customer service via phone and chat, Excellent verbal and written communication skills, Knowledge of Rally House store operations, with prior in-store experience preferred, Takes initiative and delivers results with a high degree of accuracy and attention to detail, Understanding of order processes, including ISPU (In-Store Pickup) and DS (Direct Ship) orders

Qualifications

• Able to work weekdays, Saturdays, Sundays, and potentially evenings as needed
• Proven customer service experience
• 1+ year of experience in a Rally House store, retail environment, or call center preferred
• 1+ year of experience using customer service software, databases, or related tools

Physical Requirements

• Ability to operate a computer, keyboard, mouse, and other standard office equipment
• Able to clearly view and read information on a computer screen
• Occasionally lift or move items up to 15 pounds

Pay Range

$18.00 - $20.00