Customer Experience Associate

Cancelled Breaks•Las Vegas, NV

About The Position

This role serves as the primary point of contact for customer inquiries and issues, requiring a professional and empathetic approach. The associate will identify and resolve customer concerns to ensure satisfaction and exceed expectations, acting as a brand ambassador with energy and authenticity in every interaction. The position focuses on driving customer retention through consistently positive and personalized experiences, supporting initiatives for customer loyalty and repeat engagement. This includes identifying opportunities for retention via proactive outreach and follow-up, monitoring customer feedback to recommend improvements, and contributing to retention goals by building trust and resolving issues effectively. The role also involves determining the legitimacy of customer complaints and issues, assisting in creating positive experiences for all customers, and reviewing shipping logs and videos to validate complaints. Developing in-depth product knowledge to provide accurate information, maintaining accurate customer interaction records, and collaborating with other departments are key. Identifying customer inquiry trends for process improvement and maintaining high customer satisfaction through rapport building are also essential.

Requirements

Verifiable professional customer service experience
Strong communication skills, both verbal and written.
Excellent problem-solving and conflict-resolution abilities.
Proficient computer skills
Problem-solving abilities with a keen attention to detail.
Team player with the ability to collaborate effectively with colleagues.
Knowledgeable in professional sports (NBA and NFL) and/or TCG (Pokemon and One Piece)
Ability to manage a team in the future

Nice To Haves

Knowledge of Sports Trading Card and Trading Card Games is preferred

Responsibilities

Serve as the point of contact for customer inquiries and issues, responding professionally and empathetically.
Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations.
Act as a brand ambassador, bringing energy and authenticity to every interaction.
Drive customer retention by delivering consistently positive and personalized experiences.
Support initiatives aimed at increasing customer loyalty and repeat engagement.
Identify opportunities to improve retention through proactive outreach and follow-up.
Monitor customer feedback and trends to recommend retention-focused improvements.
Contribute to retention goals by resolving issues effectively and building customer trust.
Ability to be able to determine legitimacy of customer complaints and issues.
Assist with creating positive experiences for new and returning customers.
Review shipping logs and videos to determine the validity of complaints.
Develop in-depth product knowledge and provide accurate information to customers.
Maintain accurate records of customer interactions and inquiries.
Collaborate with other departments to resolve customer issues and ensure a positive customer experience.
Identify customer inquiry trends and provide feedback for process improvement.
Maintain high customer satisfaction by building rapport and establishing strong relationships with customers.