Job Summary Statement: Provide excellent customer service to a consumer base that is both knowledgeable and demanding. Receive, investigate and respond to all customer inquiries regarding shipments, products and complaints. Customer relations, problem resolution and time management are key to this position.
The incumbent in this position works a regular weekly schedule in a physical office environment.
Essential Duties & Responsibilities:
- Performing a variety of tasks to fulfill customers' needs, such as replacements, damaged cards, etc.
- Research product information and determine value of replacement product.
- Batch and prepare redemptions for mailing according to established procedures.
- Professionally answer customer inquiries by phone, email, online accounts, etc. Good written skills needed for communication and typing notes in customers' accounts.
- Inform customers of shipping dates, anticipated delays, and any additional information needed.
- Update information and status on customers’ account (online).
- Provide assistance and support to department manager and director as needed.
- Additional duties as assigned. Ability to cross-train in other tasks.
Knowledge, Skills and Abilities:
- Detail oriented – able to process work with speed and accuracy.
- Product Knowledge – must be able to learn about the company’s products and answer customer inquiries timely.
- Communication and Listening Skills – clearly understand the customer’s question or concern and respond in an effective manner, providing clear instruction and assistance with pleasant and friendly tone.
- Problem Solving - able to analyze information, identify the issue and resolve the situation in a timely fashion. Must be able to use resources to obtain information and be able to effectively prioritize time.
- Professionalism - must be respectful, courteous and demonstrate confidence in the company and its products.
- Action Oriented - must be action-oriented and take ownership of work, manage time wisely and work effectively both independently and in a team environment.
- Knowledge of professional sports teams and players highly desired.
- Flexibility - able to deal with change, delays, or unexpected events.
- Computer Literate - working knowledge of the computer and Microsoft Office. Able to search various websites for information.
- Multi-task – able to work on multiple tasks & projects simultaneously.
- Reliable - on time for work and dependable attendance is essential.
Equipment/Software, Education and Experience:
- High school diploma or general education degree (GED); 2 or more years related experience and/or training; or equivalent combination of education and experience.
- Familiarity with trading card industry and/or professional sports and players preferred.
- Knowledge of shipping protocols helpful. Use of mail machine and FedEx.
- Computer, keyboard, Microsoft Office and Outlook experience.
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person