Customer Service Specialist - Direct to Consumer

Location: Seattle, Washington, United States; onsite schedule with four days per week in the office. The temporary full-time assignment runs from October 19, 2026, through March 12, 2027. Virtual training is required during the first and second full workweeks, Monday through Friday, 8am–5pm PT. Availability is required for shifts between 6am and 5pm PDT, Sunday through Friday, including some holidays.

Compensation: $21.50 per hour for employees based at the Brooks Seattle headquarters. Applications cannot be considered from areas where the local minimum wage exceeds this rate.

Company

Brooks creates running footwear, apparel, gear, and experiences focused on helping people feel more alive through movement.

What you will do

• Answer customer calls for up to eight hours per day and respond through chat, text, social media, and other written channels.
• Provide accurate product advice and represent the brand through a sincere, service-focused customer experience.
• Place, track, and modify orders; process returns; investigate delays and errors; and assist with fulfillment when automated processes fail.
• Use multiple business systems to research issues, combine order information, and determine appropriate solutions.
• De-escalate difficult interactions, resolve customer concerns, and collaborate with cross-functional teams.
• Track root causes, escalate recurring issues and suspected fraudulent transactions, and support continuous improvement.

Requirements

• Availability to work 40 hours per week from October 19, 2026, to March 12, 2027.
• Associate degree or at least one year of customer service experience.
• Computer proficiency with Word, Excel, Outlook, and social media tools.
• Typing accuracy of 60 words per minute and strong spelling, grammar, verbal, written, and listening skills.
• Ability to multitask in a fast-paced environment, prioritize urgent work, learn multiple systems, and analyze situations to recommend solutions.
• Ability to work independently and collaboratively while demonstrating empathy, attention to detail, initiative, and alignment with Brooks values.

Nice to have

• Contact center or specialty running experience.

Culture & Benefits

• Collaborative, creative, inclusive, and innovation-focused work environment.
• Medical, dental, vision, life and AD&D, disability, HSA, FSA, family and fertility assistance, and 401(k) savings plan with match.
• Paid company holidays, sick leave, and parental leave.
• Product discounts, fitness discounts, employee recognition, volunteer and donation benefits, and transportation assistance.