Customer Service Representative

About the role

Selkirk Sport is looking for a resourceful, customer-focused Customer Service Representative to join our Customer Experience team. In this role, you’ll serve as a primary point of contact for customers, answering questions, resolving concerns, processing orders and warranty claims, and delivering the premium level of service our customers expect from the Selkirk brand.
This position is ideal for someone who enjoys solving problems, communicates confidently by phone and email, and can efficiently manage multiple systems and priorities throughout the day.

Key Responsibilities

• Support Customers Across Multiple Channels – Respond to customer questions through phone, email, and ticketing platforms with professionalism, accuracy, and enthusiasm.
• Resolve Customer Concerns – Investigate issues, de-escalate challenging situations, and use sound judgment to identify effective solutions.
• Process Orders and Claims – Assist with order processing, refunds, warranty claims, and status updates while maintaining accurate customer records.
• Build Product Expertise – Develop a strong understanding of Selkirk products, policies, warranties, and internal processes to provide dependable support.
• Manage Multiple Systems – Work efficiently across ticketing platforms, CRM tools, order-management systems, and other business applications.
• Meet Service Expectations – Manage high-volume call and ticket queues while meeting established standards for response time, productivity, accuracy, and customer satisfaction.
• Collaborate Across Teams – Partner with Shipping, Accounting, Programs, and other internal teams to resolve customer needs.
• Improve Customer Service Workflows – Identify recurring concerns or process bottlenecks, maintain internal documentation, and assist with workflow improvements and automation tools.

Qualifications

• Approximately 1 year and above of customer service, public-facing, or other relevant professional experience preferred.
• Strong professional communication skills, including direct phone and email support.
• Proven ability to solve problems, take initiative, and manage routine responsibilities independently.
• Strong technical aptitude and the ability to work across multiple platforms simultaneously.
• Familiarity with ticketing systems, CRM tools, and general business applications.
• Minimum typing speed of 50 WPM with strong accuracy.
• Strong critical-thinking, reading-comprehension, and data-entry skills.
• Ability to remain professional and focused in a fast-paced, high-volume environment.
• Reliable work history and consistent attendance.

Good to Have

• Experience with e-commerce support, consumer products, sporting goods, or another related industry.
• Familiarity with AI, automation, or low-code workflow tools.
• Knowledge of pickleball or enthusiasm for the sporting community.
• Demonstrated growth or increasing responsibility in previous roles.

Why Selkirk Sport?

Pickleball is the fastest-growing sport in the world, and Selkirk is leading the charge. Joining our team means more than just a job—it means being part of a high-energy brand that is defining a new era of sports culture. Whether you are collaborating with us in the office, working remotely, or joining our international teams, you will be part of a collaborative culture that values innovation and high performance. If you’re ready to bring your expertise to a fast-paced environment where your work makes a direct impact, we want to hear from you. Let’s build the future of pickleball together.