Customer Service Representative

KEH•Smyrna, GA

19h•Onsite

About The Position

We exist to put camera gear in the hands of ordinary people to unlock extraordinary potential. The original camera re-commerce company, KEH has always envisioned a better way to support the passion and profession of photography. Serving the camera community since 1979, KEH has become the largest curated market for field-tested, expert-graded photo and video equipment in the industry. At KEH Camera, we’re passionate about making photography and videography accessible and sustainable by buying and selling pre-owned camera gear. We are the go-to resource for everyone looking for photo or video gear, offering high-quality KEH Certified equipment at great prices while extending the life of gear for a global community of creatives. Why Work at KEH Camera? Be Part of the Fastest Growing Company Driving the Societal Explosion of Images and Video: Join a company that’s not just in the business of gear fueling creativity, empowering photographers and videographers, and shaping the future of images and videos. Whether you have a passion for the craft or the gear or neither, if you have inner passion for something you will find a home here! Collaborate with Visionaries: Work alongside a team of passionate, dedicated individuals who live and breathe KEH and all that it stands is about. At KEH, innovation and growth aren’t just goals, they’re part of our DNA. Your ideas and contributions will be valued from day one. Make a Real Impact: At KEH, you’re more than just an employee; you’re a key player in an exciting, ever-evolving industry, and a part of a special and rapidly growing company. Your work here directly influences an industry, as well as the lives and joys of countless people, and helps shape the future of the photo and video gear marketplace. A Culture of Creativity and Learning: We support your personal and professional growth with continuous learning, training, and career advancement opportunities. Whether you’re a photography enthusiast, a tech expert, or a truly curious person, we’ll help you grow your skills and expertise. We are seeking a full-time Customer Service Representative to join our Customer Experience team. The Customer Service Representative will be responsible for answering questions and concerns regarding customer’s transaction with KEH and providing customers with solutions to outstanding issues and seeing all issues from start to finish while also providing updates to customers.

Requirements

Customer focused attitude with a desire to provide great service
Ability to quickly build rapport with customers
Ability to handle pressure and keep empathetic to customers’ issues while staying calm
Excellent listening skills and ability to identify customer’s desires and provide suggestions based on customer’s input
Commitment to success with all tasks, duties, and projects
Excellent written and verbal communication skills
Excellent attention to detail and understanding of KEH’s procedures and policies
Problem-solving and conflict resolution skills
Ability to handle pressure and keep empathetic to customers’ issues while staying claim
Responds well to challenging inquiries and situations
Quality focused
At least two years working in Customer Experience
High school diploma or equivalent required
Proficient in Microsoft Office
Occasional Saturday shift. On the weeks you work the Saturday shift, you will receive a weekday off

Nice To Haves

Photography experience preferred or has a strong interest in mechanical and technological interests and is eager to learn about photography gear
Experience working with ERPs, CRMs and Contact Centers

Responsibilities

Ensure customer satisfaction and provide professional customer support that aligns with KEH’s Brand Values while maintaining a positive, empathetic, and knowledgeable attitude towards customers
Manage requests from customers and recommend solutions based on conversation via phones calls, email, and web chat interactions
Troubleshoot customer issues
Respond to customer calls, emails, chat, and voicemails within service level
Create RMAs
Help customers navigate digital interfaces
Follow-up on issues
Contribute to team effort by accomplishing related results as needed
Maintains a positive, empathetic, and professional attitude toward customers always
Have a full understanding of KEH processes and policies
Follow-up on outstanding issues and requests