Customer Care Representative

JOIN THE BEST TEAM IN SPORT & SPIRIT At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our two divisions – BSN SPORTS and Varsity Spirit – and our network of 6,000+ employees and independent representatives, we are proud to partner with a wide range of educational institutions and club and professional sports to transform the student journey in SPORT and SPIRIT. Are you looking to play an important role on a winning team? Are you looking for more than “just a job,” but a place where you can truly thrive and have your daily contributions make a real difference in someone’s life? At Varsity Brands we’re a growing company where you can lend your skills and talents in support of a greater mission. In return, you get to work with great people on challenging assignments that will accelerate your professional growth. WORK TYPE: Remote. LOCATION DETAILS: United States WORK HOURS: Standard working hours are Monday-Friday from 8am-5pm central time. Peak Season Availability: From August through November, extended hours are required. During this period, the schedule shifts to Monday-Friday 6am-7pm, and Saturday 9am-3pm central time. No work is scheduled on Sundays. PAY RATE: $17.50-$20 per hour The base salary will vary based on criteria such as education, experience and qualifications of the applicant, location, internal equity, and alignment with the market. HOW YOU WILL MAKE AN IMPACT The Customer Care Representative is focused on providing complete, accurate, and immediate resolutions to customer service inquiries. The Customer Care Representative will provide a high level of attention to customers, enhancing the overall customer experience by using a combination of inbound calls, direct dial-in calls, emails, chats, and follow-ups. The Customer Care Representative works directly and indirectly with all branches of BSN on customer-facing solutions including answering the customer service line assisting parents and players with individual team store orders. WHAT YOU WILL DO Deliver efficient, professional, and empathetic service by resolving customer issues on first contact whenever possible. Actively contribute to a team culture of integrity, respect, fairness, active listening. reliability, empathy, and continuous learning. Be punctual and reliable. A Customer Care Representative must maintain the standards of time and attendance established in BSN Sports’ time and attendance expectations. Respond timely to inbound and direct-dial calls, voicemails, emails, and chat messages, using proper etiquette and service language. Navigate multiple systems such as SAP, Microsoft Office, and Gladly to support customer interactions and document resolutions. Comfortable using Ai integration tools to enhance productivity to support performance metrics. Provide on-demand customer service resolutions related to lost packages, inaccurate shipments, late orders, defective items, decoration quality and all other issues related to servicing the sale such as returns and exchanges. Communicate and collaborate with team members and leaders through Microsoft Teams, email, and department meetings various other communication methods. Maintain a clear understanding of decoration and production timelines to accurately set expectations and guide customer inquiries. Follow established policies and procedures while identifying opportunities for process improvements and better customer outcomes. Performance Metrics (KPIs) First Contact Resolution (FCR) Customer Satisfaction Score (CSAT) Response Time & Resolution Time Call/Contact Quality Adherence to Schedule and Attendance Standards QUALIFICATIONS Knowledge/Skills/Abilities Strong verbal and written communication skills with a professional, customer-first approach. Ability to multitask in a fast-paced environment while maintaining accuracy and empathy. Familiarity with CRM systems (e.g., Gladly), SAP, and Microsoft Office Suite. Must be punctual, dependable, and able to work flexible hours including weekends during seasonal peaks. Education/Experience 1–2 years of customer service or contact center experience; experience in retail, sports, or e-commerce preferred. Experience in club, select, high school and/or collegiate-level team sports is helpful. PHYSICAL REQUIREMENTS This job operates in a professional office environment. Largely a sedentary role with some filing requiring the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. The ability to sit or stand for long periods through meetings and while operating office equipment, PC’s, laptop, telephone will be required. Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran’s status, age or disability. Apply To This Job