Customer Service Representative

Customer Service Representative

We exist to put camera gear in the hands of ordinary people to unlock extraordinary potential.

The original camera re-commerce company, KEH has always envisioned a better way to support the passion and profession of photography. Serving the camera community since 1979, KEH has become the largest curated market for field-tested, expert-graded photo and video equipment in the industry.

At KEH Camera, we're passionate about making photography and videography accessible and sustainable by buying and selling pre-owned camera gear. We are the go-to resource for everyone looking for photo or video gear, offering high-quality KEH Certified equipment at great prices while extending the life of gear for a global community of creatives.

Why Work at KEH Camera?

• Be Part of the Fastest Growing Company Driving the Societal Explosion of Images and Video: Join a company that's not just in the business of gear fueling creativity, empowering photographers and videographers, and shaping the future of images and videos. Whether you have a passion for the craft or the gear or neither, if you have inner passion for something you will find a home here!
• Collaborate with Visionaries: Work alongside a team of passionate, dedicated individuals who live and breathe KEH and all that it stands for. At KEH, innovation and growth aren't just goals, they're part of our DNA. Your ideas and contributions will be valued from day one.
• Make a Real Impact: At KEH, you're more than just an employee; you're a key player in an exciting, ever-evolving industry, and a part of a special and rapidly growing company. Your work here directly influences an industry, as well as the lives and joys of countless people, and helps shape the future of the photo and video gear marketplace.
• A Culture of Creativity and Learning: We support your personal and professional growth with continuous learning, training, and career advancement opportunities. Whether you're a photography enthusiast, a tech expert, or a truly curious person, we'll help you grow your skills and expertise.

The Customer Service Representative plays a critical role in delivering an exceptional customer experience throughout the customer's journey with KEH. This position is responsible for responding to customer questions and concerns, troubleshooting issues, recommending solutions, and managing customer requests from initial contact through resolution.

The ideal candidate is customer-focused, empathetic, detail-oriented, and able to remain calm and professional in challenging situations. This role requires strong communication and problem-solving skills, along with the ability to manage multiple customer interactions and follow through on outstanding issues.

This role directly supports our mission by helping customers navigate their KEH experience while ensuring they receive knowledgeable, responsive, and professional service.

Location

• On-site Smyrna, GA

What You Will Do:

• Provide professional, knowledgeable, and empathetic customer support that aligns with KEH's brand values.
• Respond to customer questions, concerns, and requests through phone calls, email, and voicemail within established service levels.
• Manage customer requests from initial contact through resolution, providing timely updates and follow-up as needed.
• Troubleshoot customer issues and identify appropriate solutions based on the customer's needs and circumstances.
• Build rapport with customers and maintain a positive, professional, and helpful attitude throughout each interaction.
• Create RMAs and assist customers with the appropriate processes related to their transactions.
• Help customers navigate KEH's digital interfaces, systems, and processes.
• Follow up on outstanding customer issues and requests to ensure timely resolution.
• Maintain a thorough understanding of KEH's processes, policies, products, and customer service procedures.
• Document customer interactions and relevant information accurately and thoroughly.
• Escalate issues when appropriate and collaborate with internal teams to resolve customer concerns.
• Contribute to team efforts by supporting department goals and completing related projects and responsibilities as needed.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

Skills Needed to be Successful:

• Customer-focused attitude with a genuine desire to provide exceptional service.
• Ability to quickly build rapport and establish trust with customers.
• Strong listening skills and the ability to understand customer needs and identify appropriate solutions.
• Excellent written and verbal communication skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to remain calm, professional, and empathetic when handling challenging customer situations.
• Demonstrated ability to respond effectively to challenging inquiries and situations.
• Excellent attention to detail and ability to follow established procedures and policies.
• Strong organizational skills and ability to manage multiple requests and priorities.
• Quality-focused mindset with a commitment to accuracy and customer satisfaction.
• Commitment to successfully completing assigned tasks, duties, and projects.
• Ability to work independently while also contributing effectively to a team-oriented environment.
• At least two years of experience in Customer Experience, Customer Service, or a related field.
• High school diploma or equivalent required.
• Proficiency in Microsoft Office.
• Experience working with ERP, CRM, and/or contact center systems preferred.
• Photography experience is preferred, or a strong interest in mechanical and technological equipment with an eagerness to learn about photography and camera gear.
• Must embody and uphold KEH's brand values of trust, craftsmanship, and care.

Schedule

• Full-time position.
• Occasional Saturday shifts may be required.
• During weeks when a Saturday shift is worked, the employee will receive a weekday off.

Language Skills:

Must have a basic command of the English language, including the ability to read, write, and understand instructions and communicate effectively with customers and team members.

Work Hard, Play Hard:

Enjoy a hard-working and fast-paced environment where your work is celebrated and where you can commit your energy and efforts alongside like-minded individuals who are focused on building and growing a great company and winning.

Physical Demands:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to sit, stand, walk, talk, hear, use hands and fingers, handle or feel objects, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Benefits:

• Comprehensive medical, dental, and vision plans
• HSA and FSA accounts
• Short- and long-term disability
• Company-provided life insurance
• 401(k) and company match
• Paid vacation, sick days, and holidays
• Options for pet insurance and legal services
• Discounts on camera gear

Equal Opportunity Employer:

KEH Camera is an Equal Opportunity Employer that does not discriminate on the basis of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under applicable law.

The statements contained in this position description are not necessarily all-inclusive; additional duties and responsibilities may be assigned, and requirements may vary from time to time.

Professional business references and a background screening will be required for all final applicants selected for a position.

If you need assistance or an accommodation due to a disability, you may contact KEH Human Resources.

KEH Camera is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate, even if KEH Camera hires the candidate.