Customer Support Specialist

Description Title: Customer Support Specialist Location: Holliston, MA (hybrid; 3 days in office) Pure Hockey is seeking a Customer Support Specialist to join our fast-growing and dynamic customer service team. As the largest retailer of hockey equipment in the U.S., we take pride in delivering exceptional service and support to our valued customers. In this role, you will serve as a key liaison between our company and both current and prospective customers. The ideal candidate will take full ownership of resolving customer inquiries, concerns, and complaints with professionalism and efficiency. At Pure Hockey, we are committed to providing effective solutions and creating meaningful, long-term relationships with our customers. 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. Requirements 1+ 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. Must be able to work one weekend day and some holidays 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 $20-$30 per hour