Customer Service Representative

KEH Camera•Smyrna, GA

13d•Onsite

About The Position

The Customer Service Representative plays a critical role in delivering an exceptional customer experience throughout the customer’s journey with KEH. This position is responsible for responding to customer questions and concerns, troubleshooting issues, recommending solutions, and managing customer requests from initial contact through resolution. The ideal candidate is customer-focused, empathetic, detail-oriented, and able to remain calm and professional in challenging situations. This role requires strong communication and problem-solving skills, along with the ability to manage multiple customer interactions and follow through on outstanding issues. This role directly supports our mission by helping customers navigate their KEH experience while ensuring they receive knowledgeable, responsive, and professional service.

Requirements

Customer-focused attitude with a genuine desire to provide exceptional service.
Ability to quickly build rapport and establish trust with customers.
Strong listening skills and the ability to understand customer needs and identify appropriate solutions.
Excellent written and verbal communication skills.
Strong problem-solving and conflict-resolution skills.
Ability to remain calm, professional, and empathetic when handling challenging customer situations.
Demonstrated ability to respond effectively to challenging inquiries and situations.
Excellent attention to detail and ability to follow established procedures and policies.
Strong organizational skills and ability to manage multiple requests and priorities.
Quality-focused mindset with a commitment to accuracy and customer satisfaction.
Commitment to successfully completing assigned tasks, duties, and projects.
Ability to work independently while also contributing effectively to a team-oriented environment.
At least two years of experience in Customer Experience, Customer Service, or a related field.
High school diploma or equivalent required.
Proficiency in Microsoft Office.
Must embody and uphold KEH’s brand values of trust, craftsmanship, and care.

Nice To Haves

Experience working with ERP, CRM, and/or contact center systems preferred.
Photography experience is preferred, or a strong interest in mechanical and technological equipment with an eagerness to learn about photography and camera gear.

Responsibilities

Provide professional, knowledgeable, and empathetic customer support that aligns with KEH’s brand values.
Respond to customer questions, concerns, and requests through phone calls, email, and voicemail within established service levels.
Manage customer requests from initial contact through resolution, providing timely updates and follow-up as needed.
Troubleshoot customer issues and identify appropriate solutions based on the customer’s needs and circumstances.
Build rapport with customers and maintain a positive, professional, and helpful attitude throughout each interaction.
Create RMAs and assist customers with the appropriate processes related to their transactions.
Help customers navigate KEH’s digital interfaces, systems, and processes.
Follow up on outstanding customer issues and requests to ensure timely resolution.
Maintain a thorough understanding of KEH’s processes, policies, products, and customer service procedures.
Document customer interactions and relevant information accurately and thoroughly.
Escalate issues when appropriate and collaborate with internal teams to resolve customer concerns.
Contribute to team efforts by supporting department goals and completing related projects and responsibilities as needed.
Maintain a positive, empathetic, and professional attitude toward customers at all times.