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.
-Assists in the handling of customer interactions received at corporate. Handles customer related phone calls and emails professionally, addressing issues surrounding:
-Assists in the handling of customer interactions received via social media. Handles contacts professionally, addressing issues received via:
Assists in the management of the compilation and distribution of Customer Relation trends.
-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.
-Works with third party Customer Relations agents to ensure seamless handling of all Customer questions and concerns.
-Monitors ‘Save the Sale’ (StS)* and ‘Ship from Store’ (SfS) transactions to ensure efficient shipping of product between stores and customers.
-Contacts stores who have not shipped requested ‘StS’* and/ or ‘SfS’ products to determine reason for delay.
-Facilitates any additional store / DSM involvement to meet company ‘StS’* and/ or ‘SfS’ needs to improve customer experience
-Assists with the recommendations made to the eLearning and Video Content Manager each month on Customer Service topics for monthly training video program.
-Assists with the facilitation of the Customer Service sessions of Hibbett University 100, 101, 200 and 300.
-Assists in the planning and execution of the Hibbett Sports Leadership Conference, in particular with the Customer Service portions of the Conference.
The Customer Relations Specialist position requires a bachelor’s degree in the area of specialty and / or a minimum of 1 - 3 years of experience in the field or in a related area. The Customer Relations Specialist must be familiar with a variety of the concepts, practices and procedures of store operational and service performances.