Customer Support Representative

ABOUT US
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 coming soon to 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 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.
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

Qualifications:

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

Location / Work Schedule

• Seattle, WA
• Hybrid

Job Type / Salary

• Full Time
• Non-Exempt (Hourly): From $20.55, and $21.27 after 90 days

Benefits:

• Paid Time Off: 3 weeks accrued per year, 4 Company Holidays
• Health Benefits: Zero cost premium options for Medical, Dental, Vision Insurance
• Retirement: 401(k) with 4% Safe Harbor match, no vesting period
• Employee Stock Ownership Plan
• 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

Equal Opportunity Employment:
We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class.