Consumer Experience Representative - Dealer side

At Wilson, we are here to empower every human to live like an athlete. Passion. Creativity. Integrity. Teamwork. Ambition. Innovation. These are the qualities that have made Wilson Sporting Goods Co. the number one sports equipment brand in the world. We come together to win, grow, and celebrate. We all play for Team Wilson. We all have a role to play within our organization and are working towards the same goal. One team, one dream.

We believe that being an athlete isn’t something you do, it’s who you are. It’s a universal code of conduct, a way of seeing the world and how you show up every day. We seek out diverse voices and welcome all perspectives. Our team is composed of individuals with unique backgrounds, points of view and experiences. These perspectives create a rich and diverse culture in which we learn from one another through empathy and inclusion.

Evolving the sports world and being the best partner for players, athletes, and our community is no small task. We are continually looking to add enthusiastic, ambitious, team-first individuals who desire to make a difference —and who love to help others win. Together, we will create a better world through sport. Join us.

We are currently seeking a Consumer Experience Representative, who is responsible for processing/tracking new orders and returns, warranty services and processing, online/phone communication with consumers, and providing technical information, training advice, and pricing support to customers.

Specific responsibilities include, but are not limited to:

• Communicate with customers/consumers by telephone and email regarding technical issues, training, pricing, and/or warranty issues and work quickly to resolve customer issues; may include issuing refunds or processing returns and warranty claims
• Ensure customer data entry is accurate and complete; this includes documenting discussions and correspondence with customers
• Provide product information and instructions to customers
• Develop and maintain a strong working relationship with the Sales, Marketing, Production, and Shipping Departments.

This role requires a High School Diploma or GED; an Associate’s Degree is preferred.  We are looking for a candidate with a minimum of 2 years of strong relevant work experience in a call center environment.  Previous experience using SAP and/or Salesforce is a plus! This hybrid role is based in Sparta, TN.

Other qualifications include:

• Working knowledge of Excel, Access, Outlook, and Word.
• Excellent communicator, an effective problem solver, and enthusiasm that is contagious and inspires others.
• Strong knowledge of Baseball and/or Softball is strongly preferred
• Pleasant phone/email personality & loves to work with people
• Excellent organizational skills and ability to handle multiple tasks at once
• Good persuasion techniques
• Adapts easily to change
• Detail orientated with outstanding follow-through
• Approaches all situations with a helpful and professional attitude
• Ability to maintain composure in high pressure or urgent situations
• Lead professionalism by example through attendance, punctuality, respect and manner
• Communicate issues and suggestions based on consumer feedback to management
• Ability to read a consumer through a telephone line or via email and answer accordingly
• Must be professional, polite and friendly with customers, regardless of the circumstances

What We'll Provide:

We offer an innovative, inclusive, and people-first environment with competitive benefits and perks, including:

• Paid time off for part- and full-time employees
• Education reimbursement
• Medical, dental and vision
• 401(k) with company match
• Life insurance
• Paid parental leave
• Volunteering programs
• Discounts on Wilson and Amer Sports products

Wilson Sporting Goods Co. is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other legally protected characteristics.