At DICK’S Sporting Goods, our Athlete Engagement Teammates are the MVPs of our customer service call center. This role answers calls and creates epic Athlete experiences by tackling tough questions and soothing concerns while building genuine connections with our Athletes. As the second tier of customer support, Athlete Engagement Teammates are trained and empowered to build meaningful relationships while conducting in-depth investigations to resolve questions and concerns that require an elevated level of service.

Job Duties & Responsibilities

Partner with Athletes (customers) over the phone or via chat to address questions and concerns.

• Dive into our Tier 2 escalation calls and chats like a pro, by solving questions, taking ownership of concerns, and cheering on our Athletes with enthusiasm.

• Build relationships that go above and beyond the game, making each interaction matter through clear and empathetic communication.

• Tackle challenges head-on, from gear advice to order hiccups, ensuring every Athlete leaves with a smile and ensuring our Athlete needs (orders, payments, price adjustments, returns/exchanges, loyalty accounts and gift cards) are met accurately and efficiently.

• Be the MVP of our team by utilizing appropriate processes, online programs, and bringing positivity and passion to every shift.

Work with internal and external partners (e.g., DICK’S Sporting Goods stores, shipping companies, other Athlete Engagement Teammates) over the phone, email, and/or chat to support issue resolution, share knowledge, and complete

Take ownership of any significant issues or uncertainties that arise during Athlete calls such as trouble-shooting technical issues, reporting sensitive concerns, and investigating potential incidents. Appropriately log all information.

Engage in team events and culture building initiatives. Be a positive voice within the team and offer recommendations to your supervisor on how to create better athlete experiences