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.

• 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. 

• First Contact Resolution (FCR) 
• Customer Satisfaction Score (CSAT) 
• Response Time & Resolution Time 
• Call/Contact Quality 
• Adherence to Schedule and Attendance Standards 

• 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. 

• 1–2 years of customer service or contact center experience; experience in retail, sports, or e-commerce preferred. 

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.