Customer Care Specialist Job at Lids
About Our Company
Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness.
We currently operate 1,200+ locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.
The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.
General Position Summary
The Customer Care Specialist will work directly with our customers, providing customer care support primarily by email. They will also act as a liaison between the field team and corporate office. This position will specialize in providing timely and accurate communication to all levels of the company and our valued customers.
Principle Duties and Responsibilities
- Act as Customer Care representative by resolving all customer inquiries and concerns by email primarily.
- Maintain customer communication portal/inboxes, to ensure we are responding to customers within our designated timeframe, this includes working with the other Customer Care team members to ensure timelines are met.
- Send communications from corporate to our customers and the field associates for in-store complaints.
- Meet or exceed daily customer interaction goals set by manager.
- Manage, maintain, and organize all customer care tools and internal tracking databases.
- Partner internally with all departments to solve customer care issues.
- Support and adhere to all company policies, procedures, and guidelines.
- Ability to work varying days and hours, based on business needs.
- Ability to maintain an excellent attendance record.
- Other duties as assigned.
Job Required Knowledge & Skills
- High school diploma required.
- Two years of relevant experience in customer service or related field.
- Proven ability to perform both independently with minimal supervision, as well as be a collaborative team player.
- Strong interpersonal skills.
- Excellent written and verbal communication skills.
- Proficiency in MS Suite.
- Ability to thrive in a fast-paced work environment.
- Ability to operate a computer, as well as maneuver relative software programs.
- Sitting required for up to 100% of the daily work schedule.
- Viewing a computer screen and working on a keyboard for up to 100% of the daily work schedule.
Reports To
Customer Care Manager
#LI-MA1
EEO Statement:
Hat World, Inc., Lids Holdings, Inc., dba Lids and subsidiaries is an Equal Opportunity Employer and is committed to complying with all federal, state, and local EEO laws. Hat World, Inc., prohibits discrimination against employees and applicants for employment based on the individual's race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other protected characteristic or class protected by law. Hat World, Inc. provides reasonable accommodation for disabilities in accordance with applicable laws.
Notice to Applicants:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.
Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application, please email us at onboardingsupport@lids.com. A member of our Talent team will respond as soon as reasonably possible. This email address and is only for individuals seeking accommodation when applying for a career at Lids.
Req ID: 13495
Location: Corporate Office
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