Lead Consumer Experience Representative

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.

The Lead Consumer Experience Representative is responsible for being a leader to existing and new temporary staff. This role assists staff with their daily tasks as well as resolve consumer issues by for providing a high level of service to our internal and external partners on the Team.Shop platform. This is a hybrid position based in Sparta, TN.

The Consumer Experience Team is responsible for providing a high level of service to our internal and external partners on the Team.Shop platform.  Team.Shop is one of the fastest growing areas of our business and as part of this team, the consumer experience representatives are responsible for creating a seamless after-sales experience for our consumers, players, and coaches along with assisting with order placement and log in troubleshooting.  The Team.Shop Consumer Experience rep also provides support for our sales team, production personnel, and developers as the consumer advocate for pre and post sales needs.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this role effectively, an individual must be able to carry out each essential duty listed below and remain adaptable to the evolving needs of the business:

• Motivating and training team members
• Assist the manager with daily operations including the development, analyses and implementation of staffing, training, and scheduling
• Contribute to and/or lead special projects and continuous process improvement initiatives.
• Support automation for consumer experience activities and identify pain points within the team; collaborate with the manager to develop solutions in providing overall better consumer experience for the team and consumers. 
• Monitor email queue and assist as needed. May be asked to assist with escalated phone calls
• Respond to online communication via appropriate channels
• Provide support to the team by answering questions and resolving issues
• Serve as the primary contact for customer escalations, including resolving issues and assisting with escalated phone calls
• Process returns and related issues
• Participate in group meetings regarding customer case trends and workload

REQUIRED EDUCATION & EXPERIENCE

• High School Diploma
• 2 years of experience in customer service. Preferably in a call center environment.
• Must be proficient with Microsoft Office (Excel, Word, Outlook, PowerPoint)
• SAP, Salesforce, and Magento experience required
• Experience handling call escalations

QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Excellent problem-solving skills
• Able to multi-task
• Excellent organizational skills
• Must be an exceptional communicator
• Ability to maintain composure in high-pressure situations
• Great attention to detail
• Must be an approachable and helpful leader who leads by example
• The ability to remain polite, professional and friendly to customers at all times
• Dependable Team player

What We'll Provide:

The pay range for this role is $55,000 - $60,000 at the time of this posting. 

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
• Professional development opportunities
• 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.