Values & Innovation
At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.
Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.
Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.
If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here.
Purpose of Role
The Senior CSR is responsible for supporting leadership and the customer service team in all communication channels, including phone, messaging (chat/SMS), email, and social media. You will be accountable for the direct support of Customer Service Representatives (CSRs) in their efforts to answer consumer inquiries and resolve issues. You will evaluate consumer interactions and provide feedback to CSRs during weekly coaching sessions. This role requires schedule flexibility for both evenings and weekends. It is an opportunity to be part of a great success story, as Under Armour continues to impact the business like no other company has.
Your Impact
• Provide direct support of CSRs to ensure departmental philosophy, process and policy are correctly handled in each contact
• Evaluate interactions weekly to ensure CSRs are providing premium service, reinforce behaviors that are strengths and identify opportunities to help CSRs improve the level of service they provide
• Maintain effective communication through weekly coaching sessions by providing feedback and best practices to ensure CSR development, drive consumer satisfaction, efficiency and first contact resolution
• Cultivate an environment of Consumer Engagement that strives to create an “unrivaled service experience” across all communication channels
• Serve as first point of contact for escalated consumer issues pertaining to product, process, or service deficiencies.
• Identify and communicate trends and offer potential solutions which could help drive our business and improve our processes
• Coordinate with teammates to ensure the delivery of time sensitive information as it pertains to the accurate delivery of Brand messaging and/or implementation of departmental guidelines, process and policy
• Assist with interviewing, on-boarding and orientation of new teammates and continuing education/training of Customer Service Team
• Collaborate with management Team to design and support events and contests which build positive team morale
• Lead Team meetings to connect with CSRs and Celebrate the Wins
• Inspire Teammates to be accountable to each other and the business
• Stay informed of all changes, developments and enhancements for all systems, products, and upgrades
• Respond to all phone calls, messages, and emails in a timely manner
• Perform Contact Center opening and closing procedures
• Represent the Brand with the utmost integrity while delivering unrivaled service to our consumers
• Other duties and responsibilities as assigned
Qualifications
• Exceptional oral, written, and interpersonal communication skills including the ability to summarize and present information to influence various levels within the organization.
• Ability to excel in a fast-paced environment, adapt to shifting urgencies, manage multiple priorities and meet deadlines
• Ability to evaluate processes and recommend changes which result in a greater opportunity for goal achievement, enhance usage or increase efficiency
• Intermediate level of proficiency with PC software
Workplace Location
Relocation
Base Compensation
$20.48 - $28.17 USD
Most new hires fall within this range and have the opportunity to earn more over time. Initial placement within the salary range, however, is based on an individual's relevant knowledge, skills and experience for the position. UA is committed to helping our teammates succeed and advance in their careers. Base salary is only one component of our competitive Total Rewards package.
Benefits & Perks
- Paid "UA Give Back" Volunteer Days: Work alongside your team to support initiatives in your local community
- Under Armour Merchandise Discounts
- Competitive 401(k) plan matching
- Maternity and Parental Leave for eligible and FMLA-eligible teammates
- Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being
Our Commitment to Diversity
At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour seeks to recruit, develop and retain the most talented people representing a wide variety of backgrounds and perspectives. Reasonable accommodations are available for applicants with disabilities upon request.
