Customer Service Specialist

VARSITY SPIRIT, A VARSITY BRANDS COMPANY - THE DRIVING FORCE IN SPIRIT ACROSS CHEER, DANCE, BAND AND YEARBOOK

For over 50 years, Varsity Spirit has been the leading global source for all things spirit, including cheerleading, dance team, performing arts and yearbook. Focused on safety, entertainment and traditional school leadership, Varsity Spirit’s 5,000+ employees are dedicated to celebrating school spirit. A leader in apparel innovation, educational camps, clinics, competitions, and yearbook, Varsity Spirit impacts more than a million athletes each year.

OUR COMMITMENT TO SAFETY

At Varsity Spirit, the safety and wellbeing of the young people we serve is of the utmost importance. Since our inception 50 years ago, we have been – and remain – steadfastly committed to doing our part to create a safe and positive environment for our participants’ physical, emotional, and social development, and promoting an environment free from abuse and misconduct. Varsity has a zero tolerance for abuse in its programs, events, and associated business activities. Varsity is committed to reporting all suspicions, allegations, and incidents of abuse in full accordance with local laws and reporting requirements. Learn more at Our Commitment to Safety - Varsity.com.

LOCATION: TYPE:   Hybrid (M-TH in office, Fri remote)

LOCATION DETAILS: Memphis, Tennessee

WORK HOURS:  8am-5pm

TRAVEL: Some event travel may be required.

HOW YOU WILL MAKE AN IMPACT

Varsity Spirit is looking for a Customer Service Specialist to join our team in Memphis, TN. The best customerservice specialists are multi-functional. They are outgoing and organized individuals that will professionally communicate with and provide excellent service to our customers as well as all areas of the company including sales and operations.

This candidate will conduct themselves professionally with confidence and enthusiasm. They will be organized and will follow through with scheduled tasks to ensure service excellence to our customers.

WHAT YOU WILL DO  

Customer Service (Inbound Calls & Chats)

• Professionally respond to customers via multiple channels, including but not limited to phone, email, and chat.
• Ensure that all customer interactions (calls and chats) are properly documented by creating cases in real time, enabling accurate reporting, performance tracking, and data integrity.
• Ensure all after-hours chat cases are responded to within 24–48 hours.
• Monitor the registration inbox daily, responding to or forwarding all emails to the appropriate parties in a timely manner.
• Process payments and refunds for customers telephonically by collecting payment information and submitting credit card transactions.
• Initiate refund requests and coordinate processing to the original form of payment through the Finance team.

Sales Support (as needed)

• Communicate with and provide support to internal stakeholders, including Registration personnel, Operations teams, Sales team members, and others.
• Confirm participation numbers and proactively contact customers to collect payments as event dates approach.
• Maintain high-volume communication with Regional Sales Managers and State Directors.
• Utilize region-specific reports to contact customers regarding payment collections, rooming lists, and pending cancellations due to non-payment.
• Perform additional tasks as needed to support internal departments and both internal and external customers.

How You Succeed

• First, learn the ins and outs of our organization.
• Learn how to navigate Salesforce and update customer accounts.
• Effectively communicate with the operations and sales teams daily various details pertaining to customer needs.
• Be detail oriented in all that you do and able to meet daily deadlines.
• Be able to guide customers through registration and payment processes in a fast-paced environment.
• Demonstrate exceptional customer service through customer inquiries in a timely manner.
• Maintain security and confidentiality of customer information.
• Be ready to step in and assist other departments when needed, teamwork!

QUALIFICATIONS

Knowledge/ Skills/Abilities:

• Excellent verbal and written communication skills.
• Ability to multi-task.
• Strong organizational skills and attention to detail.
• Enthusiasm and positive energy are absolute musts. You can stay positive after a long day of emails, data entry, and phone calls, understanding that a team culture is built on the attitude of every member.
• Experience with Salesforce or the ability to become proficient rapidly.
• Experience in Excel and Microsoft Word
• Willing to work overtime or on weekends when necessary.

Education/ Experience:

• High School Diploma Required
• College degree is a plus
• Knowledge of cheerleading and/or dance is a plus.

Physical Demands and/or Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While not participating in an event, 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. Ability to sit or stand for long periods through meetings and while operating office equipment, PC’s, laptop, telephone will be required.
• During events, the ability to stand and walk for long periods of time (5 hours plus) is required. The ability to communicate with customers and colleagues using the following but not limited to radio, walkie talkie, text message and email is required. The ability to lift, bend, push, pull and manipulate equipment that is a minimum of 30 lbs. is 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
• 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.