Customer Service Representative I

Customer Service Representative I

The Customer Service Representative I reports to the Customer Service Manager and plays a key role in supporting both external and internal customers. This role involves assisting customers with locating products, providing order status updates, and answering purchase-related questions. Work is primarily conducted via phone calls and live chats. Representatives will focus on either customer or store support but may assist with both during high-volume times.

Responsibilities:

• Answer customer calls and chats promptly and professionally
• Serve as the first point of contact for Rally House, representing the company with politeness and professionalism in every interaction
• Research and resolve order and shipping issues
• Process order or line item cancellations at customer request
• Assist customers with completing purchases as needed
• Provide best-in-class service to ensure a positive customer experience

Skills and Knowledge:

Ability to provide outstanding customer service via phone and chat, Excellent verbal and written communication skills, Knowledge of Rally House store operations, with prior in-store experience preferred, Takes initiative and delivers results with a high degree of accuracy and attention to detail, Understanding of order processes, including ISPU (In-Store Pickup) and DS (Direct Ship) orders

Qualifications:

• Able to work weekdays, Saturdays, Sundays, and potentially evenings as needed
• Proven customer service experience
• 1+ year of experience in a Rally House store, retail environment, or call center preferred
• 1+ year of experience using customer service software, databases, or related tools

Physical Requirements:

• Ability to operate a computer, keyboard, mouse, and other standard office equipment
• Able to clearly view and read information on a computer screen
• Occasionally lift or move items up to 15 pounds

Pay Range: $18.00 - $20.00