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Customer Engagement Associate

2 months ago

Carlsbad, United States The OP Full time

Position Overview: As a vital member of our team, you will serve as the initial point of contact for our organization, welcoming visitors and providing exceptional service to our community.

Reporting Structure:

  • Direct Report: Vice President of Accounting and Human Resources
  • Indirect Reports: Vice President of IT and Operations, Senior Marketing Manager

Key Responsibilities:

Administrative Duties:

  • Manage incoming calls, return messages, and maintain the internal phone directory.
  • Update outgoing phone greetings during holiday closures.
  • Welcome guests and distribute mail to appropriate employee mail bins.
  • Coordinate company lunches and assist with cultural events as needed.
  • Oversee postage machine operations and manage outgoing mail processes.
  • Handle office supply requests, ensuring cost-effective sourcing and inventory management.

Customer Service Responsibilities:

  • Monitor and respond to customer inquiries via email, web submissions, and phone calls.
  • Address product-related questions and manage donation requests through the appropriate channels.
  • Resolve customer complaints and collaborate with marketing on communication strategies.
  • Track recurring customer service challenges and prepare agendas for team meetings.
  • Maintain a log of customer service issues and share significant updates with management.
  • Process customer orders for game parts and accessories, ensuring accuracy and timely shipping.
  • Assist with promotional item requests and manage website order inquiries.

Required Skills:

  • Strong problem-solving abilities.
  • Self-directed with excellent organizational skills.
  • Exceptional verbal and written communication skills.
  • Positive, proactive attitude and a collaborative team spirit.
  • Preferred: Knowledge of board games or a passion for gaming.

Experience:

  • Minimum of 2 years in a customer service role.
  • Proficiency in Microsoft Office Suite.

Physical Requirements:

  • Ability to sit at a desk for extended periods.
  • Capability to lift boxes weighing up to 12 lbs.