Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Support Representative providing high caliber customer service for Magic: The Gathering through direct interactions. Upholding processes and resolving customer issues while representing Card Kingdom.
Responsibilities
- Provide Magic’s highest caliber of customer service through direct interactions
- 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
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
- 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
Benefits
- Excellent benefits
- Generous PTO
- Flexible scheduling
- Remote work opportunities
- Paid parental leave
- Safe harbor 401k match
- Paid holidays
- Employee discounts
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