Customer Service Associate I

2 weeks ago


Seattle, Washington, United States Card Kingdom Full time

ABOUT US

Card Kingdom Overview:
For over two decades, Card Kingdom has been a premier destination for Magic: The Gathering enthusiasts worldwide.

We specialize in the buying and selling of Magic: The Gathering singles, packs, and booster boxes, showcasing our deep-rooted passion for the community and the game. Our commitment to customer satisfaction and innovative practices defines our workplace culture. We prioritize our team members and acknowledge that every position contributes to our exceptional customer service experience.

In addition to our online retail operations, Card Kingdom proudly operates the acclaimed game store and dining venue, Mox Boarding House.

With unique locations in various cities, we strive to enhance the local gaming experience.


Our Mission:

We view tabletop gaming as a gathering point – a space to connect, share, and celebrate – fostering stronger relationships with our customers, our team, and the broader community.


Employee Benefits:

We offer comprehensive benefits, generous paid time off, flexible work schedules, remote work options, parental leave, a safe harbor 401k match, paid holidays, and employee discounts.

Our culture promotes family-friendly values and supports a healthy work-life balance.

Position Overview:
Card Kingdom is seeking a Customer Service Associate I to join our Customer Support team.

The Customer Service Associate is responsible for delivering the highest standard of customer service through direct engagement.

This exceptional service distinguishes us from other retailers in the Magic community.

The Associate utilizes their knowledge across various functions within Marketing and Online Operations to effectively assist customers and resolve issues promptly.


Key Responsibilities:
• Maintain Card Kingdom's reputation as the leading customer-focused organization in the Magic community
• Demonstrate sound judgment and critical thinking in challenging, time-sensitive scenarios
• Adhere to processes and policies that align with organizational objectives
• Meet organizational service level agreements for customer support
• Manage rapidly changing priorities through effective multitasking and adaptability
• Investigate and address incoming customer inquiries
• Utilize sound judgment to assess complex situations and make swift decisions
• Maintain a positive demeanor when addressing customer concerns
• Serve as a subject matter expert on Card Kingdom's processes, policies, and internal systems
• Engage in additional tasks, projects, and responsibilities as assigned
• Availability for weekend shifts and potential overtime during peak periods

Qualifications:
• Minimum one year of experience in a customer-facing role
• Associate degree or equivalent professional experience
• Proven ability to build trust with customers and colleagues
• Excellent time management and communication skills
• Demonstrated proactive approach to problem-solving
• Ability to implement innovative solutions in uncertain situations
• Strong conflict resolution capabilities
• Capacity to advocate for customers impartially
• Embrace a growth mindset and welcome constructive feedback
• Familiarity with customer support tools such as Freshdesk
• Proficiency in Word, Excel, and Outlook

Understanding of Magic:
Familiarity with Magic: The Gathering and its player community is advantageous.

Work Schedule:
Hybrid work environment.

Job Type:
Full-time, Non-Exempt (Hourly) position.

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