Customer Support Specialist

at Pure Hockey
Location Holliston, Massachusetts
Date Posted September 23, 2022
Category Call Centre / CustomerService
Job Type Permanent



Title: Customer Support Specialist

Location: Holliston, MA (not remote)

Pure Hockey is hiring a Customer Support Specialist to join our fast growing and exciting customer service team. We are the largest retailer of hockey equipment and you will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively manipulating customer issues, complaints and inquiries, while keeping customer satisfaction at the core of every decision and behavior. We strive to provide solutions for our customers and to build lasting relationships with them as well.


Manage inbound calls, customer emails, and live chat in a timely manner.

Provide customer service support to our retail store management teams and customers.

Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

Build sustainable relationships and engage customers by going the extra mile.

Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.

Process returns and exchanges with an understanding of the customer's needs.

Resolve web order fulfillment and shipping issues.

Meet personal/team qualitative and quantitative targets


Experience in a customer service or help desk/call center is a plus but not required

Knowledge of hockey equipment and the sport is a plus.

Experience with multi-line telephones, online ticketing systems, email management systems, live chat, and personal computers is a plus.

Highly developed sense of integrity and commitment to customer satisfaction.

Demonstrated passion for excellence with respect to treating and caring for customers.

Strong phone, verbal & written communication skills along with active listening.

Pleasant, patient and friendly attitude

Strong attention to detail and follow up skills.

Possess a strong work ethic and team player

Self-driven with the ability to multitask and complete numerous tasks within the workday.

Must be able to work some evenings and weekends


Medical, Dental, Vision & Disability Insurance

Life and Long-Term Disability Insurance

Flexible Spending Plan


Paid Time Off

Paid Holidays

Employee Discount (50%)

Sign on bonus



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