Specialist, Customer Relations

00015 Store Support Center LE_301 Hibbett Retail, Inc. Job Title: Specialist, Customer Relations Department: Omni FLSA Status: Non-Exempt Reports To: Supervisor, Customer Relations SUMMARY The Specialist, Customer Relations helps ensure high levels of customer satisfaction by assisting stores and customers with the timely resolution of problems or concerns via phone and email communication. Acts... as an intermediary between the stores and customers. Responds to inquiries and/or reviews received through social media and other platforms. ESSENTIAL DUTIES AND RESPONSIBILITIES Receive and respond to incoming phone calls and emails in a timely and professional manner. Help answer customer questions and/or resolve issues such as refunds, overcharges, lost or stolen packages, reward points balances, returns and exchanges, complaints, and other service or product issues. Coordinate with stores and other internal departments as needed to answer questions and resolve or prevent problems. Coordinate customer fulfillment as needed when a store closes (e.g., computer problems, weather-related issues, staffing issues, etc.) causing that location to be unable work orders. Upon receiving notification of closure, "kick" all orders that have been accepted, opened, picked, or pulled to another store to be fulfilled. Assist with customer interactions and/or issues received through social media platforms. Respond via email to customer reviews and inquiries received through Bazaarvoice®. Assist e-commerce customers as needed by cross-selling, upselling, and suggesting add-on sales. Review and stay up to date on all relevant Hibbett | City Gear policies, procedures, and products. Protect company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and/or appropriate officials of potential fraud risk. SUPERVISORY RESPONSIBILITIES No supervisory responsibilities. QUALIFICATIONS One to three years of call center, customer service, or related experience. Retail industry experience preferred. Experience with call center and/or contact management systems preferred. Hibbett's Privacy Policy Candidates will have an option during the application process to withdraw their application prior to completion of the application. Throughout this online job application process, you will be asked to provide personal information about yourself. Please review Hibbett’s Privacy Policy to understand how the information you provide will be utilized and safeguarded. By clicking the Apply button, I acknowledge that I have read and understand the Hibbett's Privacy Policy. Further, I consent to the use of the same as my Electronic Agreement for purposes hereof. I acknowledge that I have a right to withdraw such consent at any time by contacting Hibbett. Hibbett, headquartered in Birmingham, Alabama, is a leading athletic-inspired fashion retailer with more than 1,100 stores under the Hibbett Sports and City Gear banners, primarily located in small and mid-sized communities. Founded in 1945, Hibbett has a rich history of convenient locations, personalized customer service and access to coveted footwear, apparel and equipment from top brands like Nike, Jordan, Adidas, and Under Armour. Consumers can browse styles, find new releases, shop looks and make purchases online or in their nearest store by visiting www.hibbett.com or www.citygear.com. Follow us @hibbettsports and @citygear Apply Job!