Customer Care Specialist

Our Company

We believe Running Changes Everything. If you believe that, too, we want to talk. With more than 280 stores and a robust e-commerce site, Fleet Feet is the largest running retailer in the country. Catering to more than runners, we pride ourselves on having an inclusive environment! We believe it's a privilege to serve and to deliver unmatched service and support when outfitting every customer. We run together to solve problems, reach goals, encourage others and champion our brand.

Overview:

Our Customer Care Specialist is ready to take our customer experience to the next level. This person will put people first and foremost radiate positivity. Responsible for managing the customer experience through our Fleet Feet online store and app. This position will work directly with the E-Commerce, Operations team, and Stores to troubleshoot and resolve customer questions, concerns, and feedback. They must have a solid understanding of Excel and data manipulation/analysis and a proven track record of using technology to improve efficiencies and processes. They are patient and have strong listening skills. Above all, they are constantly seeking to provide an extraordinary customer experience.

Apply now and help us inspire the runner in everyone.

Responsibilities:

• Interact directly with customers via phone, chat and email to accomplish business objectives.
• Understand the Fleet Feet mission, vision and values.
• Answer calls (phone, chat, and email) to assist customers with order fulfillment and service execution.
• Analyze and interpret customer needs while establishing rapport to provide immediate assistance through tailored solutions.
• Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames.
• Use creative problem solving to resolve customer issues that may arise through outstanding customer service.

Qualifications:

• Passionate about creating the best customer experience and doing the right thing.
• Technologically savvy, proficient in Excel, and eager to learn new systems quickly.
• Experience with E-Commerce ticketing system. Zendesk, preferred.
• Sales experience, preferred.
• Problem-solver who enjoys challenges and takes pride in crafting the right solution.
• Excellent communicator with the ability to listen, adapt and multi-task.
• Communicate professionally with the team, staff, and customers.
• Must be willing to work weekday evenings, weekends, and major holidays (example schedule, Friday - Tuesday from 9am - 5pm EST)
• Builds and maintains trust by using good judgment.
• Passionate, positive, self-motivated and detail-oriented.
• Collaborative and customer-centric.
• Willing to go above and beyond when needed.
• Support all Fleet Feet initiatives, activities, and functions.

Benefits:

At Fleet Feet, we provide more than just a job. We offer opportunities to thrive, grow, and make a meaningful impact. Here's what you can look forward to:

• Robust benefits package including medical, dental, vision, FSA, HSA, EAP, and more

• 401(k) with 4% employer match and immediate vesting (available to part- and full-time employees age 21+ at company-owned stores)

• Training and advancement opportunities across the Fleet Feet brand

• Professional development programs, including mentorship, employee resource groups, and monthly learning sessions

• Community involvement and service initiatives supporting local engagement

• Discounts on training programs and products

• Supportive, passionate teammates who live the mission every day

• See the full offering in our Fleet Feet Benefits Summary for full-time employees working 30+ hours/week

Equal Opportunity & Reasonable Accommodations:

We are an equal opportunity employer and believe having teams in which everyone brings their whole self to Fleet Feet is key to our success. We encourage people of all backgrounds, experiences, abilities, and perspectives. Our dedication to inclusion is reflected in our hiring practices, workplace culture, and community engagement.

Fleet Feet utilizes E-Verify in all corporate and company-operated stores as part of the hiring process.