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Customer Care Representative, Power Packs
Collectors. Handle front-line and escalated customer interactions across account management, general inquiries, and card redemption processes .
Tech Stack
Tools & technologiesVault
About the role
Key responsibilities & impact- Handle front-line and escalated customer interactions across account management, general inquiries, and card redemption processes
- Troubleshoot complex transactional issues involving payouts, payments, and selling mechanics
- Address technical and inventory concerns, including imaging issues, vault storage inquiries, and bug reporting
- Act as the first line of defense for platform stability
- Categorize user feedback to identify trends and advocate for customers in product roadmap priorities
- Collaborate with business and operations teams to identify root causes of recurring problems
- Help drive workflow redesign and support automation initiatives
- Report to the Director of Customer Experience, New Ventures (Marketplace)
Requirements
What you’ll need- Strong attention to detail and ability to identify and correct inaccuracies or misleading information
- Excellent research skills and ability to gather information from various sources to validate product or order accuracy
- Strong understanding of Google Sheets, Google Docs, and similar collaborative tools
- Strong organizational skills and ability to manage multiple tasks simultaneously
- Excellent written and verbal communication skills
- Collaboration skills to work effectively with cross-functional teams
- Passion for card collecting and trading
- Demonstrated track record of going above and beyond to create excellent customer experiences
- Ability to work independently and meet deadlines in a remote environment
- Ability to type, use a mouse, and sit and look at a computer for potentially long periods
- Regular hand use for various tasks
- Ability to hear alarms, signals, and verbal instructions
- Ability to lift, carry, and move materials up to 40 pounds
- Talking on the phone and texting may be required
- Manual dexterity to operate a computer and phone system efficiently
- Ability to sit or stand for extended periods
- Must be able to work legally in the United States; Collectors uses e-Verify
Benefits
Comp & perks- Medical, Dental, and Vision insurance
- Fertility assistance
- Commuter assistance
- Educational assistance benefits
- 401(k) matching plan
- Paid vacation
- Ten company paid holidays
- Discounts on select grading services for approved submissions
- Flexible schedules with varying shifts
- Celebrations, holiday events, and team building activities