Customer Service Representative

Customer Service Representative

Gamer's Choice is a team of passionate gamers, creators, and innovators based in Queens, New York. What began as a small local shop has grown into one of the leading destinations for Trading Card Game players and collectors around the world. We're driven by a shared love for gaming and community, offering both an engaging online experience and a vibrant in-store atmosphere. Our mission is to be the ultimate home for fans to connect, compete, and celebrate the games they love. While Yu-Gi-Oh! has always been our foundation, we're expanding into exciting new titles like Pokémon, One Piece, and Disney Lorcana. Our Long Island City store serves as the heart of our community, hosting tournaments, events, and gatherings that bring players together both in person and online.

Role: We are seeking a Customer Service Representative to join our team. In this role, you will own the customer experience across our sales channels, including Whatnot, TikTok, TCGplayer, and email. You'll take full ownership of every case in your queue, from first response through investigation and resolution, ensuring each customer receives timely, accurate, and empathetic support. You'll work closely with our warehouse team to resolve order issues and help surface the feedback that makes our operations better.

Location: Long Island City

Schedule: 9:00am - 5:30pm, Monday - Friday

Compensation: $23 - $27 per hour DOE

Responsibilities:

• Own customer inquiries across Whatnot, TikTok, TCGplayer, and email, responding promptly and professionally.
• Investigate order discrepancies and coordinate with warehouse and fulfillment teams to drive issues to resolution.
• Process authorized refunds and routine resolutions in line with company policies.
• Maintain accurate case documentation, including customer communications, investigation findings, and resolution status.
• Monitor assigned service queues and proactively follow up on unresolved cases.
• Escalate complex, high-value, or policy-sensitive issues to management.
• Share recurring operational issues and customer feedback with the appropriate internal teams.
• Deliver a consistent customer experience while balancing customer satisfaction with company policy.

Requirements:

• 1+ years of customer service experience in ecommerce or CPG, preferably in a startup or high-growth environment.
• Strong attention to detail, with a track record of accurate documentation and follow-through.
• Investigative mindset: you dig into the root cause of an issue rather than stopping at the surface.
• High accountability and ownership of your cases from start to finish.
• Ability to remain calm under pressure and handle difficult customer interactions with empathy and patience.
• Comfortable navigating multiple digital tools and multitasking between channels.

Nice-to-Haves:

• TCG knowledge and passion
• HubSpot or other CRM platform experience

Results:

• Average first response time of under 2 business hours across all assigned channels (Whatnot, TikTok, TCGplayer, and email).
• At least 90% of routine inquiries resolved within 48 business hours, with a manageable backlog of open cases.
• Accurate documentation and follow-up on 100% of cases, with proactive coordination across fulfillment and operations.
• At least 85% of routine cases resolved independently, without management intervention, while consistently meeting individual productivity targets.

Benefits:

• Health Insurance
• Dental & Vision Coverage
• Paid time off
• 401k
• Employee Discounts
• Gym Membership Reimbursements

Core Values:

Community First

For the Love of The Game

Commitment to the Customer Integrity and Transparency Treating People Right

EEO/AAP Statement: Gamer's Choice is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. Gamer's Choice is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you require an accommodation to participate in the application process, contact us at View email address on click.appcast.io