Customer Support Representative

Card Kingdom Customer Support Representative I

Card Kingdom is looking for a Customer Support Representative I to join our CSR team. The Customer Support Representative is an individual contributor tasked with providing Magic's highest caliber of customer service through direct interactions. This "Royal Service" sets us apart from other Magic retailers. The CSR leverages their expertise in multiple functions within Marketing and Online Operations to effectively communicate with customers and bring problems to a quick resolution.

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

Qualifications:

• 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

Location / Work Schedule:

• Seattle, WA
• Hybrid

Job Type / Hourly:

• Full Time
• Non-Exempt (Hourly): Starts at $23.11 an hour
• Full Range: $23.11 - 25.37

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

Equal Opportunity Employment:

We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class.