Position Summary

The Customer Service Representative works within the Ecommerce Call Center, connecting with UA customers across several channels of communication: telephone, chat, and email. This position is the voice of UA.com, delivering world class customer service to our Ecommerce consumer base. The position is part-time, working a minimum of 30 hours per week with the possibility of longer hours pending individual performance and business need.

Essential Duties & Responsibilities

• Connect with the Ecommerce Under Armour customer across several channels of communication: phone, chat, email, and social media.
• Represent the company and our customer service philosophy with the utmost integrity while delivering world class customer service.
• Add value for customers by building relationships and trust through customer interactions.
• Maintain an in-depth and up to date knowledge of products and sales techniques, become a product expert.
• Identify and communicate trends and improvements which could help drive our business.
• Assist with a variety of inquiries related to customer orders, product information, and company policies.
• Process all global direct customer exchanges and work with Customer Service team to ensure timely processing.
• Work with both SAP operating system and Right Now Technologies (RNT) to research and resolve customer returns, exchanges, gift card and carrier claim requests.
• Refine sales skills through on-going participation in sales meetings, training.
• Promote teamwork by assisting and sharing information with other CSRs
• Contribute impactful sales, service, and knowledge that will propel Under Armour towards exceeding team goals and sales plans.
• Meet and exceed all performance objectives and metrics set in scorecards
• Exhibit a professional and positive attitude and possess exceptional interpersonal skills.

Qualifications (Knowledge, Skills & Abilities)

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Education And / Or Experience

• Bachelor’s degree or 2 years equivalent customer service experience
• Familiarity with basic IT systems and functions
• Bilingual Spanish or French a plus
• External Posting

Other Requirements

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Excellent oral and written communication skills.
• Ability to multi-task in a fast-paced environment.
• Proven Customer Service skills
• Ability to work a flexible schedule which could include days, evenings, and weekends.

Relocation