Temporary - Customer Relations Specialist

US-AL-BIRMINGHAM
Category
Store Operations

Overview

As the face of Customer Service of Hibbett Sports, the Customer Relations Specialist assists with the management and resolution of customer concerns and praises that are sent to the Hibbett Sports Corporate Office and / or to Third Party Customer Service agents.   The Customer Relations Specialist must rely on extensive experience and judgment to plan and accomplish goals. The Customer Relations Specialist performs a variety of responsibilities as laid out below.

 

This is a temporary position. This position will be about 10 weeks and after that period work load will be reassessed.

Responsibilities

Customer Relations

 

Assists in the handling of customer interactions received at corporate. Handles customer related phone calls and emails professionally, addressing issues surrounding:

    • Store Praises
    • Store Complaints
    • Merchandise Inquiry
    • MVP Rewards Questions
    • MVP Rewards Problems
    • Hibbett Sports Text Questions
    • Save the Sale issues
    • Ship from Store issues

Assists in the handling of customer interactions received via social media. Handles contacts professionally, addressing issues received via:

    • Twitter
    • Facebook
    • Instagram
    • YouTube
    • Tumbler
    • Vine
    • Snapchat

 

Assists in the management of the compilation and distribution of Customer Relation trends.

  1. Assists eCommerce customers as needed via cross-selling, up-selling and add-ons skills. Must be up to date on Policies, Procedures, Product Knowledge and Selling Skill protocol of Hibbett Sports.
  2. Works with third party Customer Relations agents to ensure seamless handling of all Customer questions and concerns.

Store Operations

  1.  Monitors ‘Save the Sale’ (StS)* and ‘Ship from Store’ (SfS) transactions to ensure efficient shipping of product between stores and customers.
  2. Contacts stores who have not shipped requested ‘StS’* and/ or ‘SfS’ products to determine reason for delay.
  3. Facilitates any additional store / DSM involvement to meet company ‘StS’* and/ or ‘SfS’ needs to improve customer experience

Qualifications

A bachelor’s degree in the area of specialty is preferred; and/or a minimum of 1 - 3 years of experience in the field or in a related area.

 

The Customer Relations Specialist should be familiar with a variety of the concepts, practices and procedures of store operational and service performances.

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