Overview
BSN SPORTS, A VARSITY BRANDS COMPANY – THE RECOGNIZED LEADER IN TEAM ATHLETIC GEAR
For over 50 years, BSN SPORTS has been the largest team sporting goods equipment and apparel distributor of choice in the United States. Our 3,000 BSN SPORTS employees strive to support the Heart of the Game by putting valuable time back into the day of coaches and administrators through excellent service platforms. Our company mission is simple: Save coaches and administrators time with everything they do off the field so they have more time to impact young lives on it.
WORK TYPE: Remote. Preferred if located in DFW for meetings.
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: $17.95-$21.00- per hour
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.
#LI-SD1
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job.
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.
OUR VALUES
Service – We lead with heart. We champion community.
Passion – We love what we do. It fuels our purpose.
Integrity – We do what we promise. We own our actions and decisions.
Respect – We earn it by giving it. Because everyone deserves it.
Innovation – We never stop striving to be better. For ourselves and our community.
Transparency – We are committed to openness and honesty in everything we do.
OUR BENEFITS
We are committed to putting you and your families first. For benefits eligible roles, we offer a variety of choices and costs as well as program enhancements that align with our responsibility to elevate the employee experience. Some of our offerings include:
- Comprehensive Health Care Benefits
- HSA Employer Contribution/ FSA Opportunities
- Wellbeing Program
- 401(k) plan with company matching
- Company paid Life, AD&D, and Short-Term Disability
- Generous My Time Off & Paid Holidays
- Varsity Brands Ownership Program
- Employee Resource Groups
- St. Jude Partnership & Volunteer Opportunities
- Employee Perks including discounts on personal apparel and equipment!
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.
