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Role Description
As an Associate Customer Experience Representative, you’ll have the opportunity to work directly with our customers to provide order support, answer payment questions, and respond to account inquiries.
- Provide accurate and quality responses to all customer inquiries and requests via email
- Go beyond for our customers to exceed their expectations and provide a first-class experience
- Follow existing SOPs (Standard Operating Procedures) to accurately and efficiently resolve order issues and customer inquiries
- Watch for and communicate emerging trends in customer needs and expectations to management and other internal teams
- Educate and empower our customers on our policies, tools, and product lines
- Use the customer voice to help drive change and site improvements through continuous feedback and escalations
- Triage customer tickets within our team and cross-departmentally
Qualifications
- A minimum of 1 year of customer service experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or related field
- Excellent computer skills and ability to learn complex systems, with a strong emphasis on word processing
- Experience with a CRM like Zendesk or Salesforce
- Strong problem-solving skills and the ability to work effectively in a team environment
- Familiarity with the collectible gaming industry
- Experience working with a high-performing customer experience team
Requirements
- This position requires a working schedule of 5:00pm - 2:30am EST (Sunday - Thursday OR Tuesday - Saturday)
Benefits
- The total compensation package for this position may include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits
- 401(k) eligibility and various paid time off benefits, such as PTO and parental leave
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