Customer Service Specialist

Summary

Join Brooks Running as a Temporary Runner Experience Specialist, providing world-class customer service during our peak season (May 19, 2025 - July 11, 2025). You will enthusiastically respond to customer inquiries via various channels (email, calls, social media, etc.), offering expert product knowledge and support across multiple business areas. Responsibilities include resolving customer issues, providing order administration, evaluating customer experience, and collaborating with cross-functional teams. This temporary full-time position requires an Associate's degree or 1+ years of customer service experience, excellent communication skills, and proficiency in various computer programs. Brooks offers a competitive hourly rate, a robust benefits package including health insurance, paid time off, and a 401k, plus additional perks like product discounts and a home office stipend.

Requirements

• Available to work 40 hours a week from May 19, 2025 to July 11, 2025
• Associates degree or 1+ years customer service experience required (Contact Center or Specialty Run experience a bonus!)
• 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!

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

Benefits

• Pay is $21.50 per hour if located within 35 miles of Seattle. Pay is $18.50 per hour for all other locations
• Benefits- including 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, and transportation assistance
• Paid Time Off - Brooks offers generous time off including up to five weeks of paid time off, eleven paid holidays, paid sick and parental leave
• Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance
• Perks- including product discounts, a home office stipend, employee recognition, fitness discounts, volunteer and donation benefits