Rental Customer Service Specialist

About the Role

Rental Customer Service Specialist (Level 2)

Reports to: Director of Operations

Compensation: $19-$25 an hour, non-exempt position. Specific starting wages are dependent on location and experience.

Job Type: PT or FT, 20 hours minimum.

Locations: In-Store role from any store

Who we are:

Join Sports Basement, a sporting-goods retailer specializing in being a hub for the community, selling the best brands with basement prices, and giving back to the community since 1998. From a one-off shop in a San Francisco warehouse open only on the weekends to 15 fully stocked Bay Area and Southern California locations. We’ve added a rentals program, developed full-blown ski shops and bike shops in house, and even created SportsBasement.com geared for your gear needs. We've grown up quite a bit since 1998. Thanks to you, we're incredibly proud of the company we are today.

Our Mission:

We strive to help those communities shine a little brighter, be a little greener, and make our shared outdoor and indoor spaces more fun and accessible for everyone. At the end of the day we know that your gear is more than just stuff, and we're more than just a store.

Core Values: It's all been said before: We care about the customer, the community, the environment, etc. These are common values by which most companies try to abide. We are different because of how we prioritize and execute these values every day.

• Couches before profit
• Economical vs. Extravagant
• Volunteer vs. Donate
• Proximity vs Productivity
• O.K. is not O.K.
• Doers vs. Degrees
• Creativity before efficiency
• Autonomy before rules
• YES! vs. NO
• Safety before speed

Full Description Summary: A Rental Customer Service Specialist is responsible for delivering WOW customer experiences over the phone, email, and chat. Behind every digital and phone correspondence is a customer, and just like in person, we need to create the best possible experience. This can be at any location, and remote may be considered on a case-by-case basis when proficiency and responsibility are demonstrated. A Rental Customer Service Specialist needs little supervision from management. You work directly with store teams and Help Hub to meet the daily needs of digital customers. You typically do not have staff to oversee, but will assist other staff with questions. As part of the Corporate Rentals team, you will also help with other administrative tasks. Depending on the needs of the department, other duties may be assigned from time to time.

What you’ll do:

Apply Core Values

• Demonstrate “ok is not ok” and actively seeks out improvement opportunities for their assigned departments.
• Demonstrate the ability to make good judgments in all situations while hustling throughout your shift and staying positive in challenging situations.
• Effectively communicate both written and verbally to all levels of the business.
• Understand the charm of Sports Basement, creating a positive and fun vibe that elevates the customer and staff experience.

Rental Customer Service Specialist Duties

• Understand the types of products, durations and policies around the Sports Basement (SB) rental program.
• “WOW” customer service in all aspects of customer interactions via email and chat.
• Working alongside the Help Hub and store staff to ensure a safe and excellent rental experience for the current and future customer.
• Utilize Kustomer, Shopify, Gmail, EasyRent, Google Sheets, and DoorDash to manage customer rentals.
• Managing reservations, including creation, cancellations and changes.
• Recovering overdue gear by communicating with customers, extending rentals, and collecting payment remotely.
• Reconciling customer journals to accurately record sales.
• General troubleshooting.
• Assist in developing best and documented practices for Rental Operations at SB.

Staff Experience

• Work closely with their supervising manager to learn and understand department goals.
• Maintain open communication with fellow staff and customers.
• Work effectively as a team and independently with little supervision from the supervisor to accomplish daily goals.
• Other duties may be assigned from time to time.

Qualifications

• Rental or relevant industry experience
• Excellent customer communication skills.
• Comfortable working in a fast-paced environment as part of a team and independently.
• Strong verbal and written communication with customers and staff, assist customers in an enthusiastic and courteous manner.
• Able to multitask.
• Able to effectively communicate to store staff via phone or email.
• Available to work during operating hours which include most weekdays, weekends, and holidays (except Thanksgiving and Christmas).
• Internal Candidates: Awareness of business tools that are pertinent to your zone/department.
• Previous experience is preferred with the following software, systems, and interfaces:
• • Shopify
  • DoorDash
  • EasyRent
  • Gmail
  • Google Sheets

Applying?! Please provide a cover letter with why you are applying for this role.