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Role Description

At Academy Sports + Outdoors, our vision is to be the best sports + outdoors retailer in the country. We’re a passionate, purpose-driven team committed to each other and our customers. Here, you won’t just help customers gear up for their next adventure — you’ll launch one of your own.

Qualifications

• High school diploma or equivalent required
• 6+ months experience in a customer service-related role required
• Experience in an Omni Channel Contact Center environment preferred
• Previous Work at Home experience preferred

Requirements

• Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally
• Maintain the customer’s perspective as a driving force behind activities
• Strong analytical, problem solving and creative thinking skills
• Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized
• Proficiency with relevant computer applications (e.g., Google Chrome, Oracle Service Cloud, Order Management System, Workday, Kronos)
• Ability to toggle multiple web browsers, with dual monitors
• Excellent keyboarding skills
• Self-motivated and able to work independently and within a team setting
• Knowledge of customer service principles and best practices
• Familiarity with Academy’s product lines preferred
• Bilingual (Spanish and English speaking) a plus

Responsibilities

• Answer incoming customer contacts (calls, chats, emails) in a professional manner
• Respond to customer inquiries through multiple channels, as needed
• Research and troubleshoot problems and provide resolutions by using available resources
• Provide customers with product and service information
• Identify and escalate priority issues
• Follow-up with customers, when necessary
• Document customer contacts, as required
• Develop a thorough understanding of Academy policies, procedures, and safety rules
• Duties may change; team member may be required to perform other duties as assigned

Home Office Requirements

• Broadband internet connection (Cable, DSL or Fiber) must be in place before starting.
• No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)
• Speed: Minimum download speed of 5.0 MBPS (preferably 75+)
• At least 4 GB of available RAM
• Data Usage 1024 GB (1 Terabyte)

Hardware

• 1 compatible headset, two monitors, keyboard, mouse, ethernet cord and a computer system will be provided

Environment

• Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.

Physical Requirements & Attendance

• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures, and rules governing professional staff behavior
• Available to work weekends and all holidays except for Christmas Day

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.