Customer Service Representative, DTC Coach

At a Glance:

As a Customer Service (we call it Happiness Delivery!) Coach at On, your mission is to build a strong and flexible temporary workforce in partnership with our staffing agency and assist the Coach in hiring and onboarding new internal hires. Your number one goal is to ensure new employees have a smooth and consistent training journey and continue to be high performers throughout their contract with On. You will be a champion for temporary Happiness Deliverers and the “go-to” leader owning the process around hiring, onboarding, scheduling, coordinating training plans, and overall communication. Each step along the way, you will aim to WOW new starters and provide the necessary resources for every new Happiness Deliverer to be successful.

Your Mission:

• You will report to the Team Manager and work closely with Team Leads as peers
• You will be fully dedicated to the onboarding process of new Happiness Deliverers, and will follow them through their first three months of training until “graduation.” All new hires will report to the Coach until graduation day and will then move to their permanent team and TL
• You will serve as Hiring Manager for D2C HDs, assisted by TLs and TM
• You will lead first-week HD onboarding, lining up training sessions, coordinating independent study, and organizing team welcome events
• You will lead regular “open” training hours for new hires, as well as weekly one-on-one and team meetings with your direct reports
• You will create and implement, in partnership with global HD teams, a final assessment taken at 90 days to determine whether new-hires graduate to their permanent role/team or spend additional time in the training period
• You will own, review, and keep up-to-date all D2C HD training materials, as well as plan and execute continuing-education training opportunities for entire D2C HD team

Your Story:

• High School Diploma or Bachelor’s Degree
• 2-3+ years’ experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
• 1+ years of experience in leadership, training, quality review, and coaching
• Ability to effectively learn and work within multiple business systems such as CRM, ERP, email, Microsoft Office Suite, quality assessment tools, etc.
• Ability to successfully keep the customer needs front of mind and a passion for creative solutions
• Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills while solving customer needs creatively
• Ability to read, speak and write English fluently; other languages (Spanish, French) are a plus

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. 

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.