Customer Service Associate (CSA)- Part Time

Position Overview:

The Customer Service Associate (CSA) is responsible for directly interacting with customers to

address inquiries and provide information about all padel, pickleball, and entertainment

services. The CSA is a key player in ensuring customer satisfaction by maintaining positive

customer relationships, ensuring their needs are met with a high level of service and

professionalism; often handling interactions in person, through phone, email, or live chat via

WhatsApp. On the day to day, the CSA also processes customer orders, via our booking and

POS systems, and works closely with the coaches and marketing coordinators to stay up to

date with all sports and entertainment offerings.

Key responsibilities:

● Customer Interaction: Answering customer calls, emails, and live chat inquiries promptly

and efficiently.

● Product & Service Knowledge: Staying updated on all sports and entertainment

programs, as well as pro-shop pricing and product features to accurately answer

customer questions.

● Order Processing: Taking customer orders, verifying details, and processing payments

accurately, via our booking and POS systems.

● Customer Account Management: Maintaining customer records and updating information

as needed.

● Sales Support: Providing information about S&E promotions, and suggesting specific

padel and pickleball products to clients.

● Issue Resolution: Identifying customer issues, troubleshooting problems, and finding

appropriate solutions to resolve complaints effectively.

● Complaint Handling: De-escalating frustrated customers, listening to concerns, and

finding solutions to address complaints.

● Customer Feedback: Gathering customer feedback and reporting trends of the GM,

coaches, and Marketing Coordinator, to improve service quality.

● Groundskeeping: Securing and storing furniture, fixtures and equipment around courts

and entertainment areas before closing. Turning off all outdoor patio lights and fans

before closing.

Preferred skills and qualifications:

● Customer service orientation: Genuine desire to help customers and provide a positive

experience is a MUST.

● Excellent communication skills: Ability to clearly and effectively communicate information

both verbally and in writing.

● Active listening skills: Attentively listening to customer concerns and understanding their

needs

● Problem-solving abilities: Analyzing situations, identifying root causes, and finding

solutions to customer issues.

● Patience and empathy: Ability to remain calm and understanding when dealing with

frustrated customers.

● Attention to detail: Ensuring accuracy when processing customer information and

transactions.

● Adaptability: Flexibility to handle diverse customer inquiries and situations.

● Technical proficiency: Familiarity with company software and systems used to manage

customer interactions. Prior experience with G-Suite, Square, PlayByPoint and

WhatsApp is a PLUS.

● Sports & Entertainment: Familiarity with padel, pickleball and other sports is a preferred.

Student-athletes encouraged to apply!

● Maintenance: MUST be willing to help with basic maintenance and groundskeeping

tasks as needed.

Perks & Benefits:

● Free company swag!

● Employee discounts and other perks!

● Fun work environment.