Customer Care Club Representative

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 LOCATION DETAILS: United States PAY RATE: $21.25-22 per hour Pay rate will vary based on criteria such as education, experience and qualifications of the applicant, location, internal equity, and alignment with the market. HOW YOU WILL MAKE AN IMPACT As a Customer Care Representative II for Club/Select at BSN SPORTS, you’ll be a key part of the team that keeps our athletes, coaches, and families informed, supported, and ready to play. By providing fast, friendly, and accurate service, you’ll help ensure every customer feels heard and valued—especially during those critical moments leading up to game day. Your role will go beyond answering questions—you’ll be a trusted guide for customers navigating order timelines, personalization details, and delivery expectations. With each interaction, you’ll strengthen customer loyalty and reinforce our commitment to service excellence. Whether you’re solving an issue, setting clear expectations, or simply offering a kind word, your attention to detail and team-first mindset will make a real difference in how our customers experience BSN SPORTS. WHAT YOU WILL DO Deliver efficient, professional, and empathetic service by resolving customer issues on first contact whenever possible. Provide timely and accurate support regarding order status, returns, exchanges, late shipments, product issues, and other service needs specific to individual team store orders. Respond 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. Understand the unique needs of Club/Select sports customers, including product personalization, delivery deadlines, and seasonal priorities. Communicate and collaborate with team members and leaders through Microsoft Teams, email, and department meetings. 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. Actively contribute to a culture of integrity, reliability, empathy, and continuous learning. 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. Passion for team sports or personal experience with Club/Select programs is a plus. 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. 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. 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 Access to Financial Coaching and member-owned Credit Union 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.