Customer Support Representative
Card Kingdom is a trusted source for buying and selling Magic: The Gathering products, and they are seeking a Customer Support Representative I to join their CSR team. This role involves providing high-quality customer service and resolving customer inquiries through effective communication and problem-solving skills.
Responsibilities
- Uphold Card Kingdom’s reputation as the most customer-centric organization in Magic
- Exercise good judgment and critical thinking in ambiguous, time-sensitive situations
- Uphold processes and policies in support of organizational goals
- Execute against organizational SLAs for customer care
- Balance rapidly shifting priorities through multitasking and flexibility
- Investigate and resolve incoming customer complaints
- Use good judgement to evaluate complex situations and quickly execute decisions
- Maintain positive attitude in the face of customer concerns
- Act as subject matter expert on Card Kingdom’s processes, policies, and internal tools
- Participate in additional duties, projects and responsibilities as needed and assigned
- Weekend shifts required // Overtime required during Magic: the Gathering releases and times of peak volume
Skills
- One-year previous experience in a customer facing role
- Associate degree or equivalent work experience
- Proven track-record of building trust with customers and teammates
- Top-notch time management and communication skills
- Demonstrated bias for action
- Ability to apply innovative solutions to ambiguous situations
- Strong conflict resolution skills
- Capacity to act as a customer advocate without bias
- Demonstrates a growth mindset and embraces constructive feedback
- Experience with Freshdesk or similar customer support tool
- Competency with Word, Excel, and Outlook
- An understanding of Magic: The Gathering and its player base is a plus
Benefits
- Paid Time Off: Up to 19 days of PTO accrued annually
- Company Holidays: 8 Paid Holidays.
- Health Benefits: Zero cost premium options for Medical, Dental, Vision Insurance
- Retirement: 401(k) with 4% Safe Harbor match, no vesting period
- Flexible Spending Accounts & Health Savings Accounts
- Pre-Tax Commuter Benefits
- Supplemental Life and AD&D Insurance
- Accident, Critical Illness & Hospital Confinement Plans
- Employee Assistance Program
- Employee Discount
Company Overview