Customer Service Representative (CSR)

We’re looking for a dedicated individual to join our team as a Customer Service Representative.

General: At Hyperthreads, we are passionate about providing top-quality custom athletic apparel for cyclists, runners, and multi-sport athletes worldwide. Our commitment to excellence extends beyond our products to the service we provide our customers. We believe in fostering a supportive office culture where every team member plays a crucial role in delivering outstanding customer experiences.

Our team values active lifestyles and embraces opportunities to engage with our community of athletes. We’re looking for someone who shares our enthusiasm for sports and can embody our brand values in every customer interaction.

Reports To: The Customer Service Representative will report to the Operations Manager.

Job Location: Hyperthreads headquarters at 1418 Wall Ave., Ogden, UT 84404

Work Hours: Full-time, based on a flexible schedule to accommodate customer needs.

Job Overview: Hyperthreads seeks a motivated Customer Service Representative to join our dynamic team. The ideal candidate is passionate about providing exceptional service and support to our clients. This role requires strong communication skills, empathy, and the ability to resolve issues effectively, ensuring each customer interaction reflects our commitment to excellence.

Responsibilities and Duties:

• Serve as the primary point of contact for customer inquiries via phone, email, and live chat.
• Assist customers with orders, product inquiries, account questions, and general support.
• Process orders, returns, and exchanges promptly and accurately.
• Collaborate with other departments to resolve customer issues and improve overall service efficiency.
• Assist with shipping and in-house production
• Educate customers on product features and benefits to enhance their experience.
• Maintain detailed records of customer interactions and transactions.
• Uphold company policies and procedures while delivering a positive customer experience.
• Assist other team members in achieving our mission to provide the best service in the industry.

Qualifications/Skills:

• Exceptional verbal and written communication skills.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency with CRM software and Microsoft Office Suite.
• Experience in a customer service role preferred, but not required.

Education, Experience or Licensing Requirements:

• High school diploma, GED, or equivalent.
• Previous customer service experience is a plus.

Benefits:

• Competitive salary based on experience and qualifications.
• Flexible work hours and a supportive team environment.
• Opportunities for professional development and growth within the company.

Responsibilities and Duties:

• Manage inbound email, chat, DM and phone communications

• Forward inbound sales leads to Project Management

• Act as liaison between Sales and Design teams

• Update customers on the progress of their custom orders

• Create and run team stores

• Generate PO’s and track order progress

• Maintain the presentation, organization and cleanliness of our retail showroom

• Maintain data accuracy on our Facebook catalog shop

• Act as the first point of contact for walk-in customers to identify their needs to achieve the best customer satisfaction

• Follow communication procedures, guidelines, and policies

Qualifications:

• Demonstrated customer support experience

• Excellent phone, chat and email communication skills

• A good active listener

• Ability to multi-task, prioritize, and manage time effectively

• Customer orientated and has ability to adapt/respond to different types of personalities

• Comfortable with contemporary business tools such as Zoom, Calendly, Outlook/MS Office, G-Suite

• Familiarity or experience in cycling, running or endurance sports is a plus

• Detail oriented

• High school degree or equivalent