Academy® Sports + Outdoors is one of the nation’s largest sporting goods and outdoor retailers. It’s no surprise that we not only know how to create experiences for our customers but for our team members as well. Understanding our people and the things that matter to them the most has been at the core of the Academy® culture for over 70 years. With over 22,000+ team members, we take pride in creating a workplace environment that values hard work, commitment, and growth.

Job Duties:

• Answer incoming customer contacts (calls, chats, emails) in a professional manner
• Respond to customer inquiries through multiple channels, as needed
• Research and troubleshoot problems and provide resolutions by using available resources
• Provide customers with product and service information
• Identify and escalate priority issues
• Follow-up with customers, when necessary
• Document customer contacts, as required
• Develop a thorough understanding of Academy policies, procedures, and safety rules
• Duties may change; team member may be required to perform other duties as assigned

Job Requirements:

• At least 6 months experience in a customer service related role required
• Experience in an Omni Channel Contact Center environment preferred
• Previous Work at Home experience preferred
• High school diploma or equivalent required
• Team member must provide hardware setup to perform duties: definition of hardware for the Work@Home project consists of PC, two monitors, keyboard and mouse
• Strong written and verbal communication skills, with the ability to interface effectively with individuals, both internally and externally
• Maintain the customer’s perspective as a driving force behind activities
• Strong analytical, problem solving and creative thinking skills
• Ability to effectively prioritize workload in a fast-paced, frequently changing environment while remaining detailed and organized
• Self-motivated and able to work independently and within a team setting
• Knowledge of customer service principles and best practices
• Proficiency with relevant computer applications (i.e. Microsoft Office Suite), including good keyboarding skills
• Familiarity with Academy’s product lines preferred
• Bilingual (Spanish and English speaking) a plus
• Acceptable level of hearing and vision to perform job duties
• Ability to work flexible hours such as evening, weekends, and holidays as necessary
• Must be geographically located in Texas

Hardware & Software Requirements:

Internet:

• Broadband internet connection (Cable, DSL or Fiber) must be in place before starting
• Internet Explorer is required to install the Oracle application
• No wireless internet connections may be used (The computer must be connected via a wired, network connection to either a hub or directly to a broadband modem)

Hardware/Software:

• Standard x86 or x86 64-bit compatible desktop or laptop computer (2 monitors preferred) with camera feature
• Horizon Client for Windows must have Microsoft Windows 8, Windows 7
• Windows 8 or 8.1 32-or 64-bit: None or Update
• Windows 7 32- or 64-bit: None or SP1
• The following Windows 7 editions are supported: Home, Enterprise, Professional/ Business, and Ultimate
• The following Windows 8 and 8.1 editions are supported: Windows 8 or 8.1 Pro- Desktop and Windows 8 or 8.1 Enterprise-Desktop
• Memory: At least 4 GB of RAM
• Speed:Minimum download speed of 5.0 MBPS
• Virus Protection:Computer must have a verifiable anti-virus program with all updates configured
• Headset:A USB headset with a microphone is required to be plugged into computer (Academy Sports + Outdoors will provide headsets and adapters)
• Camera:Camera feature required on computer
• Environment:Work atmosphere must be free from noise, including but not limited to; televisions, audio equipment, pets, children, etc.