Customer Service Representative

Customer Service Representative

Nellis Auction is a returns liquidation company with warehouse locations across Nevada, Arizona, Texas, Colorado, New Jersey, and New Jersey. We acquire returned and overstock goods from major retailers and auction them online. Customers bid, win, and pick up their items at a local warehouse. That business model shapes everything about this role. Unlike traditional retail CS, we have no replacement inventory, no shipping, and no ability to "fix" an item. The resolution paths are defined: return it within 7 days. Reps who thrive here understand that clarity and policy consistency are forms of customer service, not obstacles to it.

You will be one of the first people a customer contacts when something goes wrong. Most of your day is spent in Freshdesk, our ticketing and live-chat platform, working a high-volume queue of customer concerns. You will also make outbound calls to follow up on interactions that our AI support system flagged as unresolved. This is not a general help desk role. You are working a specific set of issue types with defined SOPs for each one. Speed matters, but so does accuracy, because a wrong decision on a return, refund, or account action has a direct financial consequence. You will be expected to know the policies, apply them consistently, and document every interaction clearly.

Key Responsibilities

• Process return requests within the 7-day window, communicate policy clearly to customers outside that window, and handle courtesy returns (store credit only, limited to 3 items per visit), escalating disputed rejections as needed.
• Investigate missing or lost items by pulling item history in Cargo, coordinating with the warehouse via Slack, and determining whether an item was lost during picking, missed at loadout, or held in a staging area; escalate high-value items that cannot be located.
• Resolve account and payment issues, including login problems, billing address mismatches, and delinquent balances from missed pickups, applying the correct resolution path for each account status (Active, Deactivated, Deleted, Not Bid, Review).
• Manage pickup appointment changes, explain the consequences of a missed appointment (pre-authorization release, relisting), and clarify scheduling boundaries between dates/times versus locations.
• Explain auction close mechanics and bidding outcomes to customers, including disputed outbids, maximum-bid situations, and bid cancellations in defined circumstances.
• Maintain the AI customer service assistant's knowledge base, correcting it when policies change or the AI gets something wrong, and write/refine Freshdesk macros for accuracy, tone, and completeness.
• Document every customer interaction thoroughly in Freshdesk, capturing what happened, what policy applied, and the next step, so tickets never require re-investigation.
• Escalate to a supervisor when a customer invokes legal action, a refund exceeds authorization level, a pattern suggests a systemic issue, or a customer explicitly requests a manager.

Requirements

Qualifications / Requirements:

• High school diploma or equivalent
• 12 years of customer service experience (email, chat, or phone preferred)
• Strong written communication: clear, concise, professional
• Accurate typing and multi-tasking skills; including navigating multiple systems (Cargo, Freshdesk, Slack) simultaneously
• Ability to read and apply policy consistently, including in edge cases
• Comfortable with ambiguity: not every situation has a direct SOP match
• Emotional intelligence: able to de-escalate without absorbing the customer's frustration
• Bilingual (English/Spanish) is a plus

Physical Requirements:

• Ability to sit for extended periods while working across multiple computer systems and screens (10 to 12 hour shifts, depending on schedule).
• Sustained visual and auditory attention for reading tickets, monitoring live chat, and handling phone calls simultaneously.
• Manual dexterity and accurate typing speed for high-volume, multi-system data entry.
• Ability to remain composed and mentally reset between consecutive high-stress customer interactions.