Customer Service Specialist – Direct to Consumer

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond with enthusiasm to emails, phone calls, social media messages, chats, texts, and product reviews during peak season.

• Offer in-depth product knowledge and support for the website, marketing events, and retail partners.

• Uphold the product guarantee by assessing product issues and delivering solutions for runners.

• Act as the initial and final point of contact to address customer inquiries and concerns.

• Handle phone calls for up to 8 hours daily and respond to written communication channels as necessary.

• Place, monitor, and adjust orders; manage returns; and investigate delays or errors.

• Analyze and document the root causes of customer contacts and report persistent issues to management.

• De-escalate upset customers and implement suitable solutions.

• Access and integrate information from various systems to provide order details and troubleshoot issues.

• Assist in order fulfillment when automated processes encounter problems.

• Identify potential fraudulent online transactions and escalate them accordingly.

• Collaborate with cross-functional teams to support customers.

• Collect data on opportunities to enhance customer experiences.

⛳️ Requirements

• Available to work 40 hours per week from October 19, 2026, to February 12, 2027.

• An associate degree or at least 1 year of customer service experience is required.

• Proficient in computer applications such as Word, Excel, Outlook, and social media platforms.

• Typing speed of 60 words per minute, with correct spelling and grammar.

• Availability to work any hours between 6am–5pm PDT, Sunday–Friday, including some holidays.

• Exceptional verbal and written communication skills along with effective listening abilities.

• Capable of thriving in a fast-paced environment while managing competing priorities.

• Ability to learn and navigate various business systems effectively.

• Proficient in managing challenging situations positively.

• Capacity to work independently as well as part of a team.

• Strong interpersonal skills and the ability to establish trust.

• High attention to detail in planning, organization, and task execution.

• Ability to foresee the impact of decisions on customers, partners, products, and departments.

• Competence in analyzing situations, offering solutions, and making recommendations.

• Innovative mindset and proactive in enhancing products and processes.

• Ability to understand and empathize with runners.

• Commitment to embracing and embodying Brooks values.

🏝️ Benefits

• Medical, dental, vision, life, and AD&D insurance.

• Disability insurance.

• HSA with employer contribution.

• FSA.

• Family and fertility assistance.

• 401K Savings Plan with matching contributions.

• Employee assistance program.

• Transportation assistance.

• Paid company holidays.

• Paid sick and parental leave.

• Product discounts.

• Employee recognition programs.

• Fitness discounts.

• Volunteer and donation benefits.