Customer Service Representative

New Era Cap, LLC. is an international lifestyle brand headquartered in Buffalo, NY with an authentic sports heritage that dates back over 100 years. Best known for being the official on-field cap for MLB, official sideline cap for NFL, and official on-court cap for NBA, New Era Cap is the brand of choice not only for its headwear collection, but also for its accessories and apparel lines for men, women and youth. The brand is worn as a symbol of self-expression by athletes, artists and some of the most interesting people around the globe. New Era Cap encourages people to truly express their personal style and individuality through its products.

Since 1920, this family-owned business has hired employees who are masters of their craft. We are innovators, architects of culture, experts, and forward thinkers. We demand excellence because we pride ourselves on the quality of our products and the authenticity of our brand.

Interested in working with us? Check out this exciting opportunity at New Era Cap's Headquarters (HQ) building located in downtown Buffalo, NY. This role is 100% on-site, encouraging employees to collaborate and connect in person five days a week. HQ offers an inviting atmosphere, complete with an on-site cafe, fitness center, and Flagship store.

Apply to join New Era's team!

New Era Cap Customer Care (NECCC) is New Era's primary contact center for customers of our US e-commerce site www.neweracap.com. We are looking for new members to join a dynamic, diverse, and growing team at our Global Headquarters located in Buffalo, NY. As the direct point-of-contact for New Era's consumer customer, NECCC has the unique ability to build a relationship with our customer and establish brand loyalty and appreciation.

As a CSR with New Era, you would be responsible for answering customer questions and concerns through email and ticket correspondence. An ideal candidate would have experience in a professional call center environment and/or other forms of customer service.

Responsibilities

• Respond to incoming customer emails and tickets through Gorgias, our customer support tool
• Partner with Chat Desk to resolve tickets in a timely manner and ensure they are operating under the same criteria for resolution as NEC
• Monitor incoming orders for fraud and take the necessary action to cancel or approve using best judgement
• Monitor company ratings through The Better Business Bureau
• Develop an extensive knowledge of our product line to answer various customer questions and provide support
• Maintain key service-driven metrics pertaining to call time, first-resolution, first-response, and other industry-standard KPIs
• Assist customer with our online environment, including checkout issues, order placement, order status, refunds, and returns
• Align with the buying and planning side of the Ecom team to be the most prepared for key events like Holiday, Gift with Purchases, Free Shipping periods, etc
• Keeps all sensitive matters confidential
• Other duties as assigned

Knowledge, Skills and Abilities

• Strong computer skills; Microsoft Word, Excel and PowerPoint and the ability to learn and utilize new systems
• Ability to establish relationships and interact with various levels within the organization
• Ability to manage multiple priorities, meet deadlines and efficiently prioritize workday to maximize productivity
• Strong verbal and written communication skills with the ability to communicate effectively and professionally
• Enthusiastic, pro-active, and positive person who adapts to change and with urgency and persistence
• The ability to be innovative and creative when handling difficult business challenges
• Possess a customer-centric attitude dedicated to resolution and customer satisfaction.
• Able to remain composed under emotionally heightened circumstances.
• Knowledge of the sports world a plus

Education and Experience

• High School Diploma or GED Required. Bachelor's degree in Business Administration, Communication, or related field preferred
• One (1) to Three (3) years in a customer service-related field required

Travel Requirement

• The location for this position is 100% on-site in Buffalo, NY
• 0% to 5%; domestic and/or global

New Era Cap, LLC is an Affirmative Action and Equal Opportunity Employer that believes in inclusion and does not discriminate against any candidate or employee on the basis of race, color, sex, age, religion, national origin, sexual orientation, gender identity, disability, veteran status, genetics, or any other basis protected by applicable local, state or federal laws.

The salary range for this posted position is $40,000 - $48,000 (plus bonus & benefits) and pertains to candidates located in Western New York. Actual compensation is determined by a wide array of factors including but not limited to skill set, education, essential job duties and requirements, and necessary experience.

Our casual work environment celebrates individuality and encourages employees to showcase their personal style. We pride ourselves on offering a comprehensive benefits package designed to promote health, financial stability, and personal growth, along with a generous PTO policy.

As an employee, you'll enjoy a range of perks, including paid parking, exclusive discounts on apparel and headwear, and professional development opportunities right here on-site. We can't wait for you to experience all that our dynamic workplace has to offer!

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