Customer Support Specialist

Title: Customer Support Specialist

Location: Holliston, MA (hybrid; 3 days in office)

Pure Hockey is seeking a Customer Support Specialist to join our fast-growing and dynamic customer service team. As the largest retailer of hockey equipment in the U.S., we take pride in delivering exceptional service and support to our valued customers.

In this role, you will serve as a key liaison between our company and both current and prospective customers. The ideal candidate will take full ownership of resolving customer inquiries, concerns, and complaints with professionalism and efficiency.

At Pure Hockey, we are committed to providing effective solutions and creating meaningful, long-term relationships with our customers.

Responsibilities

• Respond to customer inquiries promptly and professionally via phone, email, and live chat.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and finding the best solution.
• Process orders, returns, exchanges, and warranty claims accurately and efficiently.
• Maintain deep knowledge of our products, promotions, and policies to assist customers effectively.
• Document all customer interactions in our CRM system and escalate issues when necessary.
• Collaborate with internal teams (e.g., shipping, inventory, e-commerce) to ensure timely resolution of issues.
• Strive to exceed customer expectations and contribute to customer loyalty and retention.
• Identify trends in customer feedback and report them to help improve products and services.