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Fan Services Representative

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KEEN

24d ago

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations

Requirements

  • Previous customer service experience and internet call center service experience preferred.
  • Highschool diploma or GED equivalent is required.
  • Must be able to work independently with little supervision.
  • Must be able to manage their own workload, time and organize their responsibilities within the needs of business
  • Advanced verbal and written communication skills.
  • Must be flexible in working hours, this is a fluid working position, at times exceeding 40 work hours, to meet the needs of the business.
  • Ability to respond to complex fan situations with empathy.
  • A team player who can maintain positive working relationships.
  • Excellent problem-solving skills.
  • Detail oriented.
  • Must have a positive attitude.
  • Must be able to handle feedback from others. Including peers.

Responsibilities

  • Responds to inbound customer communications by phone, live chat, and email in a polite and efficient manner within a fast-paced environment.
  • Answers product questions from fans and provides solutions based on individual needs.
  • Assists fans in submitting internet orders, returns, exchanges and warranty claims.
  • Provides technical and/or product information to help fans make informed purchases and reduce the risk of return.
  • Leverage product and technical knowledge to create revenue opportunities for the brand.
  • Makes suggestions that may improve internal processes and result in improved fan experiences.
  • Acts as a brand champion.

FAQs

What are the primary responsibilities of a Fan Services Representative?

The primary responsibilities include delivering exceptional fan experiences via phone, email, and chat interactions, addressing inquiries, troubleshooting issues, and providing information on products and services.

How should a Fan Services Representative handle customer requests and concerns?

Fan Services Representatives should approach customer requests and concerns with empathy and professionalism, actively listen to understand the issue, and strive to provide timely and effective solutions.

What skills are essential for success in this role?

Essential skills for a Fan Services Representative include excellent communication skills, strong problem-solving abilities, a customer-focused mindset, and the ability to multitask effectively. Additionally, familiarity with eCommerce platforms and customer service software may be beneficial.

How should a Fan Services Representative prioritize incoming fan inquiries?

Fan Services Representatives should prioritize incoming fan inquiries based on urgency and impact, ensuring that high-priority issues are addressed promptly while providing timely responses to all inquiries.

How can a Fan Services Representative contribute to enhancing the overall fan experience?

Fan Services Representatives can enhance the overall fan experience by providing personalized and efficient support, anticipating and addressing fan needs proactively, and striving to exceed fan expectations with every interaction.

Driven by a passion for life outside, KEEN is a values driven footwear brand from Portland, Oregon.

Fashion & Arts
Industry
201-500
Employees
2003
Founded Year

Mission & Purpose

KEEN is a values led, outdoor footwear brand with a mission to responsibly create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN ignited a revolution in the footwear industry with the introduction of the Newport sandal, launching the concept of Hybrid footwear into the market and setting KEEN on a path of driving consistent product innovation that exists today. As a company, we strive to live by our values, from the products we make to the actions we take, and by activating communities and individuals to protect and preserve the places where we work and play. We passionately endeavor to live fulfilling lives, challenge the status quo, do good, give back, and inspire others. Looking ahead, our vision is to be the most trusted outdoor footwear and lifestyle brand in the world.