Customer Support Specialist at Pure Hockey

Holliston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

30.0

Posted On

12 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Inquiry Resolution, Phone Communication, Email Management, Live Chat Support, Problem Solving, Order Processing, Returns Processing, Warranty Claims, CRM System Documentation, Issue Escalation, Internal Collaboration, Customer Retention, Active Listening, Verbal Communication, Written Communication, Patience

Industry

Retail

Description

Description Title: Customer Support Specialist Location: Holliston, MA (hybrid; 3 days in office) Pure Hockey is seeking a Customer Support Specialist to join our fast-growing and dynamic customer service team. As the largest retailer of hockey equipment in the U.S., we take pride in delivering exceptional service and support to our valued customers. In this role, you will serve as a key liaison between our company and both current and prospective customers. The ideal candidate will take full ownership of resolving customer inquiries, concerns, and complaints with professionalism and efficiency. At Pure Hockey, we are committed to providing effective solutions and creating meaningful, long-term relationships with our customers. Responsibilities Respond to customer inquiries promptly and professionally via phone, email, and live chat. Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and finding the best solution. Process orders, returns, exchanges, and warranty claims accurately and efficiently. Maintain deep knowledge of our products, promotions, and policies to assist customers effectively. Document all customer interactions in our CRM system and escalate issues when necessary. Collaborate with internal teams (e.g., shipping, inventory, e-commerce) to ensure timely resolution of issues. Strive to exceed customer expectations and contribute to customer loyalty and retention. Identify trends in customer feedback and report them to help improve products and services. Requirements 1+ years of experience in customer service or support role Experience with multi-line telephones, online ticketing systems, email management systems, live chat, and personal computers is a plus. Advanced sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers. Strong phone, verbal & written communication skills along with active listening. Pleasant, patient, and friendly attitude A passion for hockey or sporting goods is a plus but not required. Benefits Medical, Dental, Vision & Disability Insurance Life and Long-Term Disability Insurance Flexible Spending Plan 401(k) with match Paid Time Off Paid Holidays Parental Leave Employee Discount $20-$30 per hour

Responsibilities

The specialist will promptly and professionally respond to customer inquiries via phone, email, and live chat, focusing on resolving product or service issues by determining the cause and finding the best solution. Key duties include processing orders, returns, and warranty claims accurately while maintaining deep product knowledge and documenting all interactions in the CRM system.