Legal Marketing and Case Support Specialist
Job Duck
Customer Experience Representative
TCGplayer (an eBay company)
full-time
Posted on:
Location: Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $28,400 - $49,100 per year
Job Level
Junior
Tech Stack
Go
About the role
- Work directly with customers to provide order support, answer payment questions, and respond to account inquiries
- Provide accurate and quality responses to all customer inquiries and requests via email
- Go beyond for customers to exceed expectations and provide a first-class experience
- Follow existing SOPs to accurately and efficiently resolve order issues and customer inquiries
- Watch for and communicate emerging trends in customer needs and expectations to management and other internal teams
- Educate and empower customers on policies, tools, and product lines
- Use the customer voice to help drive change and site improvements through continuous feedback and escalations
- Triage customer tickets within the team and cross-departmentally
Requirements
- A minimum of 1 year of customer service experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or related field
- Internal incumbents may substitute in-company experience in place of previous experience required
- Excellent computer skills and ability to learn complex systems, with a strong emphasis on word processing
- Experience with a CRM like Zendesk or Salesforce
- Strong problem-solving skills and the ability to work effectively in a team environment
- Familiarity with the collectible gaming industry
- Experience working with a high-performing customer experience team
- Ability to work the required schedule: 5:00pm - 2:30am EST (Sunday - Thursday OR Tuesday - Saturday)
