Customer Service Representative

Customer Service Representative- In Person

Location: Coeur d'Alene, Idaho
Job Type: Full-Time
Schedule: Monday–Thursday, 7:30 AM–5:00 PM | Friday, 8:00 AM–12:00 PM

Job Summary

As a Customer Service Representative (CSR) at Selkirk Sport, you'll be the bridge between our customers and the company, resolving issues, placing orders, and providing exceptional service. We're looking for someone enthusiastic about helping others, who thrives in fast-paced environments, and approaches every challenge with professionalism and empathy.

You'll need to handle a variety of customer interactions with clarity and precision. This role requires excellent communication skills, strong problem-solving abilities, and a high comfort level working in a dynamic and evolving environment.

There is also potential to contribute to internal systems through low-code development, offering growth for those with technical interests as a “citizen developer.”

Key Responsibilities

• Deliver exceptional service to every customer interaction
  
  
• Respond to customer inquiries via phone, email, and ticketing platforms with empathy and professionalism
  
  
• Maintain deep knowledge of our products, policies, procedures, and systems
  
  
• Process orders and provide updates, such as tracking numbers
  
  
• De-escalate complaints and resolve issues efficiently with appropriate solutions
  
  
• Use the right tools and methods to provide accurate, complete information
  
  
• Increase customer satisfaction through responsiveness and ownership
  
  
• Meet team and individual ticket resolution and productivity goals
  
  
• Handle a high volume of phone calls and tickets in a timely manner
  
  
• Advocate for the customer while protecting the company’s reputation
  
  
• Be resourceful and solution-oriented—avoid the “I don’t know” answer
  
  
• Flag recurring customer challenges or gaps in our process to leadership
  
  
• Apply guidelines to ambiguous situations with sound judgment
  
  
• Keep documentation current and accurate
  
  
• Collaborate cross-functionally with teams such as Accounting and Shipping
  
  
• Contribute to improving processes and developing new documentation
  
  

Qualifications

• Proven experience in customer support or other related role
  
  
• Consistently meets or exceeds productivity and quality benchmarks
  
  
• Tech-savvy, with experience in ticketing systems and general computer tools
  
  
• Excellent written and verbal communication skills
  
  
• Strong active listening and reading comprehension abilities
  
  
• Can type at least 50 WPM accurately
  
  
• Calm and poised under pressure
  
  
• Skilled in multitasking and time management
  
  
• Adapts well to change and handles new scenarios with professionalism
  
  
• Accurate and efficient with data entry
  
  
• High integrity and reliability
  
  
• Detail-oriented and well-organized
  
  
• Strong critical thinking and verbal reasoning skills