Customer Service Representative

As a Customer Service Team Member at L.A.B. Golf, you'll play a key role in delivering exceptional support to our customers. Whether you're starting as a Representative, growing your expertise as a Specialist, or developing leadership skills like those demonstrated by our Leads, your mission remains the same: help golfers have the best experience possible. You'll interact with customers across phone, email, and chat channels, handle transactions, and resolve inquiries with empathy and efficiency. You'll also contribute ideas, process improvements, and knowledge to enhance both the customer and team experience. Responsibilities and Duties (All Levels) Customer Interaction and Support Respond to customer inquiries with patience, kindness, and clarity, maintaining a calm and respectful tone at all times. Accurately provide information about products and services to help customers make informed decisions. Resolve customer complaints promptly, taking ownership of the issue and ensuring followup as needed to deliver a satisfactory resolution. Manage a high volume of customer interactions efficiently, maintaining attention to detail and a positive customer experience. Use designated communication channels (email, phone, chat, etc.) appropriate to your role level and follow response time standards. Transaction Handling and Record-Keeping Accurately assist customers with placing orders, processing returns, exchanges, and other transactionrelated needs in a timely and friendly manner. Ensure all steps of the transaction are completed correctly, doublechecking for accuracy before finalizing. Maintain clear, detailed, and uptodate records of all customer interactions, transactions, comments, and complaints in the designated system. Follow internal procedures for documentation and escalate unusual or unresolved issues to the appropriate team or supervisor. Team Collaboration and Process Improvement Actively contribute to a positive team environment by communicating respectfully, supporting colleagues, and sharing relevant updates. Collaborate with team members to ensure a smooth, consistent, and highquality customer experience across all touchpoints. Identify opportunities to improve workflows or customer service processes and share constructive feedback or solutions with the appropriate team lead or manager. Participate in team meetings, trainings, and process reviews with a solutionsfocused mindset. General Duties Perform additional tasks as assigned to support L.A.B.'s customer experience strategy, ensure service consistency, and promote alignment across departments to enhance the overall customer journey. Career Progression Customer Service Representative (Level I)

Pay Range:

$20 - $22/hour

Focus:

Entry-level support, foundational product knowledge Experience At least 1 year of experience in customer service or related field. Basic computer skills, including proficiency with MS Office and customer service software. Expectations Deliver professional, accurate, and friendly service across email Learn L.A.B. Golf's products and processes to assist customers effectively Maintain accurate records of customer interactions and transactions Stay organized and responsive in a fastpaced environment Demonstrate reliability in attendance, communication, and task followthrough Show willingness to grow through feedback and handson learning Customer Service Specialist (Level II)

Pay Range:

$22-$24/hour

Focus:

Advanced support, deeper product and process knowledge Experience 2+ years of customer service experience Completion of

L.A.B. 101 & 201

training Understanding of B2B wholesale support Familiarity with fitting and production processes Additional Expectations Deliver professional, accurate, and friendly service across phone, email, chat Handle more complex or escalated inquiries Mentor and support junior team members Act as a liaison between customer and internal departments (fitting/building) Proactive in suggesting service enhancements Customer Service Lead (Level III)

Pay Range:

$24$28/hour

Focus:

Team leadership, advanced problemsolving, and departmental support through mentoring, workflow coordination, and collaboration with supervisors. Experience 2+ years customer service experience At least 6 months of experience at L.A.B. Completion of

L.A.B. 101 & 201

Prior leadership or mentoring experience (preferred) Additional Expectations Handle complex and escalated customer issues with confidence and professionalism Act as a goto resource for team questions and advanced product knowledge Responsible for training and onboarding new hires, ensuring a smooth integration into the team Help manage daily workflow, provide peer support, and assist in keeping operations on track Collaborate with supervisors to identify opportunities for improvement in tools, processes, and service delivery Qualifications, Skills, and Attributes (All Levels) Education High School Diploma or equivalent required. Technical Skills Excellent verbal and written communication skills. Ability to clearly and effectively convey information to customers. Strong listening skills to understand the customer's needs and concerns. Ability to provide appropriate solutions based on customer feedback. Proficiency in identifying problems and finding solutions quickly and efficiently. Ability to think critically and make decisions under pressure. Ability to quickly learn and adapt to new technologies and systems. Strong organizational skills to manage multiple tasks and priorities. Ability to handle a high volume of inquiries efficiently. Desired Attributes A genuine desire to help customers and provide a positive experience. Patience and empathy when dealing with customer issues. Attention to detail to ensure accurate information is provided to the customers. Thoroughness in recording customer interactions and resolutions. Flexibility to adapt to different customer personalities and situations. Ability to handle changes in processes and procedures smoothly. Ability to work well with others in a team environment. Reliability in showing up for work on time and completing tasks as assigned. Consistency in delivering highquality customer service. Physical and Cognitive Requirements As part of our commitment to providing equal opportunities, we welcome and encourage individuals of all abilities to apply. The following outlines the core physical and cognitive functions typically required to perform this role. Reasonable accommodation(s) will be made to enable qualified individuals with disabilities to perform these essential functions. Physical Requirements Ability to sit for extended periods while using a computer and telephone. Proficient use of hands and fingers to operate a keyboard, mouse, and other office equipment. Adequate vision to read computer screens, documents, and other written communication. Ability to hear and respond to customer inquiries via phone and inperson conversations. Ability to speak clearly and be understood in verbal communication. Occasionally lift and carry light objects, such as paperwork or office supplies typically weighing up to 20 pounds. Ability to move around the office and other work areas that are located upstairs and downstairs. Cognitive Requirements Ability to manage multiple tasks simultaneously, such as handling phone calls, responding to inquiries, and managing digital correspondence Strong memory for customer preferences, fitting techniques, and product information Ability to remain calm and make informed decisions in highstress situations Sustained focus and attention to detail to ensure accuracy and consistency Ability to prioritize tasks and shift focus based on dynamic customer and team needs Ability to quickly learn and apply new product knowledge, tools, and processes Problemsolving ability to evaluate customer concerns and develop effective resolutions Sound judgment and discretion when dealing with sensitive information or escalated situations About L A B Golf Company LLC At L.A.B. Golf, we're passionate about revolutionizing golf with precision-engineered putters. Our patented Lie Angle Balance (L.A.B.) technology ensures unmatched consistency and accuracy, earning the trust of golfers worldwide. Why Join Us?

INNOVATION

Be part of projects that shape golf's future.

COLLABORATIVE ENVIRONMENT

We value every team member's voice.

COMMITMENT TO EXCELLENCE

High standards in everything we do.

GROWTH OPPORTUNITIES

Numerous career development paths.

PASSION FOR GOLF

Join a team that shares your enthusiasm for the game.

OUR VALUES LOVE

Fostering a supportive and caring environment.

UNITY:

Power of collaboration and teamwork.

CURIOSITY

Embracing creativity and continuous learning. Join L.A.B. Golf and help golfers everywhere play their best game!