Customer Support Representative

Card Kingdom•Seattle, WA

6h•$23 - $25•Hybrid

About The Position

Card Kingdom has served Magic: The Gathering players across the world for over 20 years. We are a trusted source for buying and selling Magic: The Gathering singles, packs, and booster boxes from throughout the game's history. Our love of the community and game shines through everything we do. We are a customer-centric, data-driven, innovative workplace. We value our team and recognize that every role in our organization is behind delivering our renowned customer experience. In addition to our eCommerce business, Card Kingdom owns and operates the award-winning game store and restaurant, Mox Boarding House. With unique locations in Seattle, Bellevue, Portland, and Arizona, we deliver an elevated experience to local gaming communities. Our Mission: We use tabletop gaming as a campfire – a place to gather, share and celebrate –for the sake of cultivating deeper relationships with our customers, amongst ourselves, with our communities, and the world. Our Benefits: Excellent benefits, generous PTO, and flexible scheduling, remote work opportunities, paid parental leave, safe harbor 401k match, paid holidays and employee discounts. We are a family friendly culture that supports work life balance. Role: Card Kingdom is looking for a Customer Support Representative I to join our CSR team. The Customer Support Representative is an individual contributor tasked with providing Magic’s highest caliber of customer service through direct interactions. This “Royal Service” sets us apart from other Magic retailers. The CSR leverages their expertise in multiple functions within Marketing and Online Operations to effectively communicate with customers and bring problems to a quick resolution.

Requirements

One-year previous experience in a customer facing role
Associate degree or equivalent work experience
Proven track-record of building trust with customers and teammates
Top-notch time management and communication skills
Demonstrated bias for action
Ability to apply innovative solutions to ambiguous situations
Strong conflict resolution skills
Capacity to act as a customer advocate without bias
Demonstrates a growth mindset and embraces constructive feedback
Experience with Freshdesk or similar customer support tool
Competency with Word, Excel, and Outlook

Nice To Haves

An understanding of Magic: The Gathering and its player base is a plus

Responsibilities

Uphold Card Kingdom’s reputation as the most customer-centric organization in Magic
Exercise good judgment and critical thinking in ambiguous, time-sensitive situations
Uphold processes and policies in support of organizational goals
Execute against organizational SLAs for customer care
Balance rapidly shifting priorities through multitasking and flexibility
Investigate and resolve incoming customer complaints
Use good judgement to evaluate complex situations and quickly execute decisions
Maintain positive attitude in the face of customer concerns
Act as subject matter expert on Card Kingdom’s processes, policies, and internal tools
Participate in additional duties, projects and responsibilities as needed and assigned
Weekend shifts required // Overtime required during Magic: the Gathering releases and times of peak volume

Benefits

Paid Time Off: Up to 19 days of PTO accrued annually
Company Holidays: 8 Paid Holidays.
Health Benefits: Zero cost premium options for Medical, Dental, Vision Insurance
Retirement: 401(k) with 4% Safe Harbor match, no vesting period
Flexible Spending Accounts & Health Savings Accounts
Pre-Tax Commuter Benefits
Supplemental Life and AD&D Insurance
Accident, Critical Illness & Hospital Confinement Plans
Employee Assistance Program
Employee Discount