Customer Support Representative

Card Kingdom is a trusted source for buying and selling Magic: The Gathering products, and they are seeking a Customer Support Representative I to join their CSR team. This role involves providing high-quality customer service and resolving customer inquiries through effective communication and problem-solving skills. 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 Skills 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 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 Company Overview Card Kingdom sells magic: the gathering cards and supplies. It was founded in 1999, and is headquartered in Seattle, Washington, USA, with a workforce of 201-500 employees. Its website is