JOB SUMMARY: The Customer Experience Specialist is responsible for helping customers with questions or concerns regarding company products and services. Duties include communicating with customers via phone or email.

ESSENTIAL FUNCTIONS:

• Provides exceptional customer service by providing knowledgeable answers via phone and email to questions about the company including services, order status updates, pricing, and products.

• Schedules customer appointments for all Club Champion locations nationwide.

• Provides phone support to prospects and customers for all Club Champion locations nationwide with focus on new customer acquisition and current customer support.

• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

• Collects key customer data and record call notes accurately using company’s customer service technology solutions (e.g., CRM)

• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.

• Collects and enters orders for new or additional products or services.

• Support internal departments as needed.

• Performs other related duties as assigned.

Club Champion, an equal opportunity employer, is committed to equal opportunity for all employees and applicants. We recruit, hire, train, promote, pay, and administer all personnel actions without regard to race, color, religion, sex (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), sex stereotyping (including assumptions about a person’s appearance or behavior, gender roles, gender expression, or gender identity), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information, or any other status protected by applicable law. We interpret these protected statuses broadly to include both the actual status and also any perceptions and assumptions made regarding these statuses.

EDUCATION AND EXPERIENCE REQUIRED

• Minimum of 1-2 years experience in a customer service environment OR any equivalent combination of experience/education from which comparable knowledge, skills and abilities have been achieved.
• High School diploma or equivalent

KNOWLEDGE, SKILLS, AND ABILITIES:

• Extremely organized, possesses excellent verbal and written communication skills, has strong attention to detail
• Professional and friendly phone presence
• Ability to stay calm and collected under pressure; help customers feel at ease
• Ability to multitask and prioritize workload in a fast-paced environment
• Knowledge of golf industry and equipment (specifically golf clubs and parts) with experience in a customer-facing golf setting ideal - preferred
• Experience with Salesforce or similar CRM program is desired, familiarity and ease with technology - preferred

WORK ENVIRONMENT:

• Office setting
• Prolonged periods sitting at a desk and working on a computer.
• SUPERVISORY RESPONSIBILITIES AND COORDINATION:
• None

EQUIPMENT USED TO PERFORM THE JOB: (may be representative but not all inclusive of those commonly associated with this position)

• Standard office equipment
• Personal computer
• Computer software Microsoft Office, Word, Excel, and Power Point

PHYSICAL ABILITIES:

• Frequent communication both verbal and written
• Demanding level of concentration
• Must be able to lift up to 15 pounds at times