Customer Service Representative

About Sports Basement

Since 1998, Sports Basement has been more than a sporting goods store - we're a community hub offering the best brands at Basement prices, with giving back baked into our DNA. What started as a weekend-only shop in a San Francisco warehouse has grown into multiple fully stocked Bay Area locations, several newly opened Southern California stores, in-house snow and bike shops, a thriving rentals program, and a robust ecommerce website at sportsbasement.com. We've come a long way, and we couldn't be prouder of the company we've become.

Our Mission

We're here to help our communities shine a little brighter, live a little greener, and make the outdoors more fun and accessible for everyone. Because your gear is more than just stuff, and we're more than just a store.

Our Core Values

A lot of companies say they care about customers, community, and the environment. We do too - but what sets us apart is how we actually live those values every day. A few principles that guide us:

• Couches before profit
• Economical vs. Extravagant
• Volunteer vs. Donate
• Proximity vs Productivity
• O.K. is not O.K.
• Doers vs. Degrees
• Creativity before efficiency
• Autonomy before rules
• YES! vs. NO
• Safety before speed

Benefits

• Sports Basement offers competitive wages with real opportunities for advancement. Starting pay varies by location and experience - but the perks go well beyond the paycheck:
• Full health, dental, and vision coverage (full-time staff)
• Profit-sharing bonus pool
• 40% off our already low prices — for life (after 2,000 hours worked)
• A fully stocked kitchen with free breakfast, lunch, and/or dinner
• A free flight for every year-equivalent of hours worked
• Free skiing, camping, and biking trips through our Out of the Basement program
• Free use of rental gear
• 40% reimbursement on out-of-pocket costs for individual sports activities
• 401(k) plan
• Company ESOP retirement program
• Flexible scheduling for students

HELP HUB, Staffer (Customer Service Representative) (Level 1)

Reports to: HH Lead, HH Asst. Manager, HH Manager, and Sr. HH Manager.

Compensation: $18.50-$20 an hour, non-exempt position. Specific starting wages are dependent on location and experience.

Job Type: PT/FT - 20 hours minimum.

Location: In-store, exact location determined when hiring.

Full Description Summary: Behind every digital and phone correspondence is a customer, and just like in person, we need to create the best possible experience. The Help Hub Team is responsible for ensuring that the entire customer interaction is guided and supported from start to finish. Our Help Hub is located at our Berkeley store, but this can also be at any location, or remote role if that is what would suit you best. A Help Hub Hamster’s main role is online customer care and information retrieval to deliver WOW customer experiences over email and chat. You will also communicate with the stores via email or calls. Depending on the needs of the department, other duties may be assigned from time to time.

What you’ll do

Apply Core Values

• Implement company core values, policies, procedures, and safety measures.
• Demonstrate the SB value “OK is not OK” in all aspects of your role.
• Demonstrate good judgment in all situations.
• Hustle throughout your shift in a fast-paced environment.
• Remain positive in challenging situations and offer creative solutions to problems.

Help Hub Hamster Duties

• Understand the types of products, brands, services, and programs Sports Basement (SB) offers.
• Ensure a continuous, smooth operation for Sports Basement.
• Apply “WOW” customer service in all aspects of customer interactions via email and chat.
• Utilize Kustomer, Shopify, SAP, Sales Saver, Logs, and UPS/USPS tracking to execute a variety of problem-solving for customer orders and/or purchases.
• Apply best practices to ensure a seamless customer and store staff experience.
• Handle tickets including Basementeer, Marketing, Receipt Management, Sales, and Reviews.

Customer Experience & Product Knowledge

• Consistently execute the customer service role well by providing outstanding (WOW!) customer service.
• Utilize SB tools to create WOW experiences (Sales Saver, JSY, LYP, Kustomer, Shopify).
• Actively use the website as well as all programs available to you.
• Effectively communicate all that Sports Basement offers to customers and staff.

Staff Experience

• Work with the supervising manager to learn and understand department goals.
• Maintain open communication with fellow staff and customers.
• Work effectively as a team and independently with little supervision from the supervisor to accomplish daily goals.
• Other duties may be assigned from time to time.

Qualifications

• Previous retail or industry experience (preferred, but not required).
• Computer savvy.
• Excellent customer communication skills.
• Comfortable working in a fast-paced environment as part of a team and independently.
• Strong verbal and written communication with customers and staff, assist customers in an enthusiastic and courteous manner.
• Able to multitask.
• Able to effectively communicate to store staff via phone or email.
• Available to work during operating hours which include most weekdays, weekends, and holidays (except Thanksgiving and Christmas).
• Internal Candidates: Awareness of business tools that are pertinent to your zone/department: including but not limited to Google Docs, Shopify, POS systems, SAP, Winterstieger, Sales Saver, Lightspeed and Fiori (Training is available on these software platforms.).