Assistant Manager - Customer Service & Marketplace

Description

What We Offer:

• The Assistant Manager – Customer Service & Marketplace, will receive excellent work-life balance, mentorship, job stability and growth opportunities.

• This is a full-time position offering M/D/V benefits, 401(k) matching, employer HSA contribution, paid vacation, and the opportunity to work from home.

• You will work with the top companies in the golf industry (Callaway, Titleist, TaylorMade, etc.)

• With over 95 stores in 25 states, and a growing list of ecommerce brands, Worldwide Golf is one of the largest golf companies in the nation. We have been in business for over 50 years and we are growing!

• There is no better time to work in the golf industry! (Perks include a strong employee discount on merchandise)

General Purpose & Job Description:

The Assistant Manager – Customer Service & Marketplace, will help lead the customer service function for Worldwide Golf and its family of brands, including Global Golf (globalgolf.com) and Global Golf Canada (globalgolf.ca), Global Golf is one of the world’s largest e-commerce platforms for pre-owned golf equipment and new golf gear. 

You will be responsible for creating and overseeing world-class customer experiences through several communication channels such as incoming phone calls, email correspondences, and LiveChat. The core competency of this position is the ability to quickly establish a rapport with the customer in a non-face-to-face environment while utilizing your excellent customer service skills and golf knowledge to provide a professional and insightful customer experience. 

The essential job function of this position is to help cultivate long-term customer relationships by providing front-line customer inquiry support, assisting with golf product inquiries, order placements, order statuses, payments, refunds, product returns or exchanges, product warranty questions, and any other service needs of the customer.

This is a remote position with expectations of in-office / onsite work for meetings and collaboration a few times per month, as needed. The Assistant Manager – Customer Service & Marketplace, must live within commutable distance to the Global Golf office located at 7320 ACC Blvd, Raleigh, NC 27617.

Other job functions include but will not be limited to:

• Help train and supervise a team of 10 customer service team members

• Oversee all marketplace contacts

• Reply to low scoring Google Reviews

• Create daily schedules for the Team

• Oversee the UTry orders and affiliated Reports

• Attend and co-facilitate CS team meetings

• Cover CSR tasks, such as LiveChat and emails, as needed

• Consistently monitor our internal chat system, Zoom, to quickly communicate with CSRs

• Communicate with other Departments throughout the day when issues arise

• Schedule new hire interviews and training

• Work with the Marketing Team on creating orders for contest winners, social media partners and affiliates.

• Provide monthly metrics to the Customer Service Manager for all marketplace channels

• Assist Accounting with End-of-month reporting

• Take escalated calls / contacts

• Oversee Chargebacks

• Respond to the Better Business Bureau (BBB) inquiries

• Serve as a Backup for PGA professionals and customers trading in via the GolfBlueBook (GBB), Dick’s Sporting Goods, and Golf Galaxy. 

Qualifications Desired:

The experience and skill sets required to handle the job responsibilities of this position are as follows:

• Strong golf background/golf knowledge is required

• General golf product knowledge of all of the major brands is preferred

• 5 years working with the general public in a customer service environment is preferred

• Complete understanding of popular e-Commerce Marketplaces such as Amazon and eBay

• Ability to demonstrate appropriate empathy for a customer’s point of view

• Ability to communicate with customers and quickly develop a trust-based relationship

• Effective written and verbal communication skills

• Strong attention to detail, initiative and multi-tasking capabilities

• Exceptional organizational and time management techniques

• Ability to work independently and remotely, yet within a team environment

• Experience utilizing Point of Sale (POS) and/or order management and phone queue systems

• Computer literate and competent in the use of Microsoft Office™ applications, including MS Outlook, MS Word, and MS Excel

• Strong problem-solving skills required

• Interviewing and Training experience

Work Environment:

• Fast paced

• Must have fast, and reliable, internet speed, as well as a dedicated and private work space.

• Would need full privacy at home office for sensitive contacts with employees (CSRs and CS Supervisory staff)

• Constant computer use

• Fluctuating shift hours depending on season; must be flexible

Who We Are:

Worldwide Golf is a privately owned, multi-brand specialty golf retailer that has been in business over 50 years. As one of the largest golf companies in the US, we operate 95 stores in 25 states, and multiple e-commerce sites under well knowns brands, including:

GlobalGolf.com | GlobalGolf.ca | Fairwaystyles.com  | WorldwideGolfShops.com  | Roger Dunn Golf Shops | Edwin Watts Golf | The Golf Mart | Golfers' Warehouse | Van's Golf Shops | Uinta Golf | Las Vegas Golf Superstore | Golfdom | Mike's Golf Outlet | Cool Clubs | Golf & Ski Warehouse | GetClubs.co

Qualifications