[Remote] Temporary Customer Service Specialist - Direct to Consumer

Note: The job is a remote job and is open to candidates in USA. Brooks Running is a company that believes movement is key to feeling alive, and they are seeking a Temporary Runner Experience Specialist to provide a world-class customer service experience. The role involves responding to customer inquiries across various channels, providing product knowledge, and ensuring customer satisfaction during the busy season. Responsibilities Be available to answer calls up to 8 hours a day and respond to other written contact channels (including social media, chat, text) as needed Ability to work any hours between 6am-5pm PDT, Sunday-Friday, and some holidays Communicate to customers with a passion for service and a sincere desire to help Seek positive, timely solutions to all customer’s questions and concerns, using a variety of system resources Learn about our products via onsite training and provide expert product advice, acting as a brand ambassador Order administration including placing, tracking & modifying orders, processing returns, and researching delays or errors Evaluate and track root cause of customer contacts to provide data for continuous improvement, reporting recurring issues quickly to appropriate leadership Respond to challenging situations positively, de-escalate frustrated customers Evaluate situational needs to determine and execute appropriate solutions Manage time effectively and exhibit a strong ability to multi-task Access and combine information from multiple systems to provide order details and analyze problems when they occur Assist with order fulfillment when automated processes fail Recognize potential fraudulent web transactions and escalate when appropriate Work with cross-functional teams to assist customers Other duties as assigned Skills Available to work 40 hours a week from April 06, 2025 to August 28, 2026 Associates degree or 1+ years customer service experience required Computer proficiency: Word, Excel, Outlook, Social Media Accuracy in typing (60 wpm), spelling and grammar Excellent verbal and written communication skills, demonstrating effective listening through concise, clear communication Can work in a fast-paced environment while maintaining a positive attitude, balancing conflicting priorities to execute the most urgent work first Ability to learn various business systems and navigate between them to execute job efficiently Ability to manage adverse situations positively Proven ability to work effectively independently as well as with a team Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company Keen attention to detail in planning, organization and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments' operations and/or morale; 'connecting the dots.' Ability to quickly analyze the details of a situation and provide solutions, making recommendations when multiple solutions exists to create the best outcomes Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary Ability to understand and empathize with the runner to develop loyal, engaging relationships with our customers and the Brooks community Embraces and lives the Brooks values! Contact Center or Specialty Run experience a bonus! Benefits Medical, dental, vision, life and AD&D insurance Disability insurance HSA and employer contribution FSA Family & fertility assistance 401K Savings Plan and match Employee assistance program Transportation assistance Generous time off including up to five weeks of paid time off Eleven paid holidays Paid sick and parental leave Annual bonus based on company performance Product discounts Home office stipend Employee recognition Fitness discounts Volunteer and donation benefits Company Overview Brooks Running designs and manufactures high-performance running shoes, apparel, and accessories for both male and female runners. It is a sub-organization of Berkshire Hathaway. It was founded in 1914, and is headquartered in Seattle, Washington, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Brooks Running has a track record of offering H1B sponsorships, with 4 in 2025, 7 in 2024, 3 in 2023, 3 in 2022, 1 in 2021, 3 in 2020. Please note that this does not guarantee sponsorship for this specific role.