Job Title: Callaway Experience Coordinator

Location: Carlsbad, CA HQ

JOB OVERVIEW

Act as an ambassador of Callaway Golf and create a positive experience for all customers, guests, vendors, callers, and employees. The role is focused on creating a positive first and lasting impression of the organization, whether by phone or in person.  Role may vary and include global headquarters lobby-area host, main-line incoming phone call management and various administrative project assignments.   

When servicing the lobby area, this role will be responsible for greeting and sign-in of visitors in Callaway Golf’s global headquarters while creating a welcoming environment. Will graciously assist walk-in consumers in the lobby with variety of product questions and service needs. 

This position must also provide excellent customer service to all callers by directing incoming calls to the toll-free sales and standard corporate phone lines. 

Role will be assigned various responsibilities and projects that service the needs of the business.  These may include primary or secondary lobby-area responsibility, overseeing the employee loaner-club office with over ~$100K loaner club inventory, RA Collections, consumer email support, and sales support including order entry, staff reporting, UPS claims, and business-to-business (B2B) registrations. 

ROLES AND RESPONSIBILITIES

Lobby Responsibilities: 

• ·         Assist, direct and provide information and superior customer service to guests, clients and colleagues in the lobby daily.
• ·         Maintain security by following procedures and issue appropriate badges to all visitors.
• ·         Assist walk-in consumers who visit Callaway lobby with product questions and any warranty or non-warranty issues following procedural guidelines.
• ·         Provide support for special events with preauthorization and badging and general support as needed.

Phone Coverage:

• ·         Answer and direct an average of 100 - 200 incoming telephone calls daily from Callaway’s 800 Sales numbers and the main phone line, and appropriately assist and direct callers in a courteous and efficient manner.
• ·         Coordinate continuous phone coverage throughout breaks, lunches and special projects.
• ·         Responsible for keeping management promptly informed of any technical problems with the phone system or customer complaints.

Other Core Responsibilities, Services & Projects:

• ·         Assist with additional administrative projects as assigned which can vary greatly.
• ·         Provide back up support for either Loaner Club Office, HQ Lobby Reception, RA Collections, consumer email support and sales projects as needed.
• ·         Able to provide coverage for employee loaner club office as needed and service requests accurately.
• ·         Responsible for annual sales department loaner program
• ·         Meet with supervisor to discuss call trends and special project responsibilities on a monthly basis.
• ·         Various projects as assigned.

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• Enthusiasm for company and ability to represent in a positive manner.
• General knowledge of golf is required, with some assignments requiring more extensive knowledge. (Not related to playing ability.)
• Excellent Customer Service and relationship building skills.
• Professional in presentation and communication.
• Able to problem solve and multi-task effectively.
• Able to effectively communicate in both written and oral form.
• Able to handle difficult customers; both in person and via phone.
• Able to utilize phone system effectively and efficiently.
• Demonstrated ability to work in an organized and efficient manner while multi-tasking.
• Able to use good judgment and make decisions. 
• Able to do data entry and basic administrative tasks
• Able to be accurate and detail oriented
• Basic knowledge of Callaway, Odyssey, OGIO, TravisMathew, and Jack Wolfskin products.
• Basic knowledge of Microsoft Word, Excel and Outlook.
• Dependable and exudes a positive attitude.

EDUCATION AND EXPERIENCE

• College degree and/or related equivalent experience. 
• Minimum 2 years related service-oriented experience and/or training in a professional work setting.
• Experience in lobby, reception area or call-center helpful. 

PHYSICAL REQUIREMENTS (if applicable)

• Work is performed in a designated professional office workstation and environment.
• Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
• Occasionally required to perform simple grasping, use hands for fine manipulation and to reach above shoulder level.
• Occasionally required to lift and/or carry up to 25 pounds.
• Required by this job to have close vision and ability to focus.

DISCLAIMER

This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time.  Other duties may also apply.  Nothing in this position description changes the at-will employment relationship existing between the Company and its employees.  Distribution of this item outside of the Company without an authorized release is a violation of Company policy.