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Job description
Who We Are At Academy Sports + Outdoors
our vision is to be the best sports + outdoors retailer in the country — but what truly sets us apart is our people. We’re a passionate, purpose-driven team that’s as committed to each other as we are to our customers. We’ve spent over 80 years building a culture that puts people first. We believe in creating opportunities for growth, fostering meaningful connections, and supporting every Team Member’s journey. What fuels us? Our belief in the power of fun. Here, you won’t just help customers gear up for their next adventure — you’ll launch one of your own. Whether you're starting out or leveling up, Academy is a place where fun can’t lose!
Education
High school diploma or equivalent required
Work Experiences
6+ months experience in a customer service-related role required
Experience in an Omni Channel Contact Center environment preferred
Previous Work at Home experience preferred
Skills
Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally Maintain the customer’s perspective as a driving force behind activities Strong analytical, problem solving and creative thinking skills Ability to effectively prioritize workload in a fast paced, frequently changing environment while remaining detailed and organized Proficiency with relevant computer applications (e.g., Google Chrome, Oracle Service Cloud, Order Management System, Workday, Kronos) Ability to toggle multiple web browsers, with dual monitors Excellent keyboarding skills Self-motivated and able to work independently and within a team setting Knowledge of customer service principles and best practices Familiarity with Academy’s product lines preferred Bilingual (Spanish and English speaking) a plus
Responsibilities
Answer incoming customer contacts (calls, chats, emails) in a professional manner
Respond to customer inquiries through multiple channels, as needed
Research and troubleshoot problems and provide resolutions by using available resources
Provide customers with product and service information
Identify and escalate priority issues
Follow-up with customers, when necessary
Document customer contacts, as required
Develop a thorough understanding of Academy policies, procedures, and safety rules
Duties may change; team member may be required to perform other duties as assigned
Home Office Requirements
Internet Broadband internet connection (Cable, DSL or Fiber) must be in place before starting.
No wireless internet connections may be used (the computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)
Speed: Minimum download speed of 5.0 MBPS (preferably 75+)
At least 4 GB of available RAM
Data Usage 1024 GB (1 Terabyte)
Hardware 1 compatible headset, two monitors, keyboard, mouse, ethernet cord and a computer system will be provided
Environment
Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.
Physical Requirements & Attendance
Acceptable level of hearing and vision to perform job duties Adhere to company work hours, policies, procedures, and rules governing professional staff behavior Available to work weekends and all holidays except for Christmas Day
Equal Employment Opportunity
Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.
Academy® Sports + Outdoors is one of the nation’s largest sporting goods and outdoor retailers. It’s no surprise that we not only know how to create experiences for our customers, but for our team members as well. Understanding our people and the things that matter to them the most has been at the core of the Academy® culture for over 80 years. With more than 22,000 team members, we take pride in creating a workplace environment that values hard work, commitment, and growth.
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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.