TCGplayer seeks an Associate Customer Experience Representative to deliver legendary support directly to our customers. You will be the primary point of contact for order support, payment questions, and account inquiries via email, ensuring the customer is at the center of everything you do.
What You'll Do
- Provide accurate and quality responses to all customer inquiries and requests via email.
- Go beyond for customers to exceed their expectations and provide a first-class experience.
- Follow existing SOPs to accurately and efficiently resolve order issues and customer inquiries.
- Watch for and communicate emerging trends in customer needs and expectations to management and other internal teams.
- Educate and empower customers on our policies, tools, and product lines.
- Use the customer voice to help drive change and site improvements through continuous feedback and escalations.
- Triage customer tickets within our team and cross-departmentally.
What We're Looking For
- A minimum of 1 year of customer service experience.
- Excellent computer skills and ability to learn complex systems, with a strong emphasis on word processing.
- Strong problem-solving skills and the ability to work effectively in a team environment.
- This position is for the overnight timeframe (EST).
Nice to Have
- Customer service experience in a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or related field.
- Experience with a CRM like Zendesk or Salesforce.
- Familiarity with the collectible gaming industry.
- Experience working with a high-performing customer experience team.
Team & Environment
You will be part of the Customer Experience (CX) team, operating within a culture where authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work.
Benefits & Compensation
- Compensation: $28,400 - $49,100 + equity: May include restricted stock units (as applicable).
- Full range of medical, financial, and/or other benefits.
- 401(k) eligibility.
- Various paid time off benefits, such as PTO and parental leave.
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.
