Customer Service Specialist – Direct to Consumer

Who We Are :
At Brooks, we believe a run can change a day, a life, the world. Everyone who works here is a key part of our obsession to make the best running gear on the planet. We want our business — which also happens to be our passion — to be a place where everyone feels welcome and comfortable being themselves. Our company culture defines us, bonds us together, and drives our success. We live this culture daily through our brand values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving. This means we always solve for the runner, do what we say we will, give it our all, are generous with our humanity, and find a way to keep moving every day, because joy is kinetic.
Are you ready to help create something extraordinary?
The Runner Experience (REx) Team is the Brooks service organization and is second to none. As a member of the REx Team, you will be obsessed with creating connections with runners and ensuring that all our customers -internal and external, business and consumer – have what they need to run their path to a better self.
As a Runner Experience Specialist, you will respond enthusiastically to emails, calls, chats, and texts. You will be responsible for providing expert product knowledge and supporting all areas of the business where a direct connection to a runner is present, including providing support for our website, marketing and events, and retail partners as well as fulfilling our product guarantee by evaluating product issues and providing solutions for runners. You will gather data on opportunities for improvement in the customer experience to keep us driving forward. You will be the first and last point of contact to resolve customer inquiries and concerns, ensuring conversations end with a surprised and delighted customer, every time.
Responsibilities:
Answer calls up to 8 hours a day and respond via other written contact channels
Communicate to customers with a passion for service and a sincere desire to help
Seek positive, timely solutions to all customer’s questions and concerns, using a variety of system resources
Learn about our products via onsite training and provide expert product advice, acting as a brand ambassador
Order administration including placing, tracking & modifying orders, processing returns, and researching delays or errors
Evaluate and track root cause of customer contacts to provide data for continuous improvement, reporting recurring issues quickly to appropriate leadership
Respond to challenging situations positively, de-escalate frustrated customers
Evaluate situational needs to determine and execute appropriate solutions
Access and combine information from multiple systems to provide order details and analyze problems when they occur
Assist with order fulfillment when automated processes fail
Recognize suspicious product return patterns
Work with cross-functional teams to assist customers
Other duties as assigned
Qualifications:
Associate degree or equivalent combination of experience preferred
1+ years customer service experience preferred (Previous contact center or specialty run experience a plus!)
Computer proficiency: Word, Excel, Outlook
Accuracy in typing (60 wpm), spelling and grammar
Excellent verbal and written communication skills, demonstrating effective listening through concise, clear communication
Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
Ability to work any hours between 6am-5pm PDT, Sunday-Friday, and some holidays
Ability to work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first
Ability to learn various business systems and navigate between them to execute job efficiently
Ability to manage adverse situations positively
Ability to manage time effectively
Proven ability to work effectively independently as well as with a team
Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another
Ability to anticipate how a decision made can affect our customers, our partners, our products, or other departments’ operations and/or morale; “connecting the dots”
Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exist to create the best outcomes
Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary
Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community
Embraces and lives the Brooks values!
Pay is $20/hour if located within 35 miles of Seattle. Pay is $18/hour for all other locations.
Brooks is proud to offer a robust benefits package to our employees and their families!
Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.
Paid Time Off- Brooks offers generous time off including three to five weeks of paid time off, eleven paid holidays, paid sick and parental leave.
Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.
Perks- including product discounts, a home office stipend, employee recognition, fitness discounts, volunteer and donation benefits.
At Brooks, we celebrate diversity & equity. We are committed to creating an inclusive environment, and encourage people of all backgrounds, perspectives, experiences, and skills to apply. Brooks is proud to be an equal employment opportunity employer. All employment decisions are made without regard to race, religion, color, national origin, gender, gender identity, the presence of a sensory, physical or mental disability, medical condition, military status, marital status, pregnancy or child birth, sexual orientation, age, genetic information, status as a victim of domestic violence, sexual assault or stalking, political ideology, or any other non-merit based factors.