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