[Remote] Customer Support Specialist - Remote

Note: The job is a remote job and is open to candidates in USA. Pure Hockey is the largest retailer of hockey equipment in the U.S., and they are seeking a Customer Support Specialist to join their dynamic customer service team. The role involves serving as a key liaison between the company and its customers, resolving inquiries, and maintaining a high level of customer satisfaction.

Responsibilities

• Respond to customer inquiries promptly and professionally via phone, email, and live chat
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and finding the best solution
• Process orders, returns, exchanges, and warranty claims accurately and efficiently
• Maintain deep knowledge of our products, promotions, and policies to assist customers effectively
• Document all customer interactions in our CRM system and escalate issues when necessary
• Collaborate with internal teams (e.g., shipping, inventory, e-commerce) to ensure timely resolution of issues
• Strive to exceed customer expectations and contribute to customer loyalty and retention
• Identify trends in customer feedback and report them to help improve products and services

Skills

• 2+ years of experience in customer service or support role
• Experience with multi-line telephones, online ticketing systems, email management systems, live chat, and personal computers is a plus
• Advanced sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers
• Strong phone, verbal & written communication skills along with active listening
• Pleasant, patient, and friendly attitude
• A passion for hockey or sporting goods is a plus but not required

Benefits

• Medical, Dental, Vision & Disability Insurance
• Life and Long-Term Disability Insurance
• Flexible Spending Plan
• 401(k) with match
• Paid Time Off
• Paid Holidays
• Parental Leave
• Employee Discount

Company Overview