Customer Experience (CX) Representative
About The Position
The Customer Experience (CX) Representative will be responsible for researching and responding to all customer service related tickets, processing incoming orders, updating existing orders, directing queries, and issuing replacements and refunds. This role requires exceptional problem-solving abilities, strong communication skills, and a dedication to providing outstanding customer experiences. Average email volume is 50-100 inquiries a day distributed among the team. The ideal candidate will quickly acquire comprehensive knowledge of our products, policies, and cross-functional workflows. Position is hybrid with 3 days in-office at our Highland Park location and 2 days remote, with flexible scheduling options.
Requirements
- 1+ years of customer service experience, preferably in e-commerce or entertainment
- Demonstrated ability to work independently with minimal supervision
- Strong problem-solving skills and attention to detail
- Excellent written and verbal communication abilities
- Proficient with Google Workspace (Gmail, Docs, Sheets)
- Ability to adapt to changing priorities in a fast-paced environment
- Self-motivated with strong time management skills
- Reliable high-speed internet connection
- Comfortable with learning new software platforms and systems
- Basic understanding of inventory and order management concepts
Nice To Haves
- Experience with Zendesk or similar customer service platforms preferred
- Knowledge of video game culture and collectibles highly desirable
- Typing speed of 50+ WPM preferred
Responsibilities
- Independently manage and resolve customer inquiries via Zendesk, maintaining strong response times and quality metrics
- Handle all ticket types in our universal agent model, including order status, returns, refunds, replacements, and product information
- Develop expert-level knowledge of the complete customer journey from purchase to fulfillment
- Collaborate with warehouse and shipping teams to resolve order fulfillment issues
- Identify patterns in customer issues and proactively suggest process improvements
- Contribute to knowledge base development and macro creation/maintenance
- Participate in cross-functional projects to enhance the overall customer experience
- Engage in cross-training to develop capabilities in all support channels
- Assist with QA testing of new products and customer-facing materials
- Perform other duties as assigned by the CX Manager
Benefits
- 401k with employer matching
- medical, dental and vision insurance
- education benefits
- employee discount
- generous paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
