Customer Care Specialist - Seasonal

About Our Company

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US and abroad. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Lululemon, and Mitchell & Ness. In addition to our wide assortment, we are the industry leader in on demand customization. 

We currently operate 1,300+ brick and mortar locations, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and the two largest MLB franchises, via our Yankees & Dodgers Clubhouse stores. Lids have built partnerships and collaborations with iconic global brands including Marvel/Disney, Playboy, Travis Scott’s Cactus Jack, and Post Malone, creating a community where fans, fashion, and culture collide. 

General Position Summary

The Customer Care Specialist will work directly with our customers, providing customer care support primarily by email. They will also act as a liaison between customers and the corporate office. This position will specialize in providing timely and accurate communication to all levels of the company and our valued customers.

Principle Duties and Responsibilities

• Act as Customer Care representative by resolving all customer inquiries and concerns by email primarily.
• Maintain customer communication portal/inboxes, to ensure we are responding to customers within our designated timeframe, this includes working with the other Customer Care team members to ensure timelines are met.
• Meet or exceed daily customer interactions goal set by the manager.
• Manage, maintain, and organize all customer care tools and internal tracking databases.
• Partner internally with all departments to create and distribute store communication.
• Support and adhere to all company policies, procedures, and guidelines.
• Send communications from corporate to our customers and the field associates for in-store complaints.
• Ability to work varying days and hours, based on business needs.
• Ability to maintain an excellent attendance record.
• Other duties as assigned.

Additional Principal Duties and Responsibilities

Job Required Knowledge & Skills

• High school diploma required.
• Two years of relevant experience in customer service or related field.
• Proven ability to perform both independently with minimal supervision, as well as be a collaborative team player.
• Strong interpersonal skills.
• Excellent written and verbal communication skills.

Preferred Job Required Knowledge & Skills

• Proficiency in Microsoft Suite.
• Experience with customer relationship management platforms like Zendesk or Salesforce

Education

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