Job Details
Location:Carlsbad, CA, USAPay Rate:Available Upon RequestPay Type:HourlyBenefits:Medical, Dental, Vision, 401k, Annual Company Bonus Eligible, Plus much more!**Customer Service Representative & Receptionist**
Direct Report: V.P. Accounting and Human Resources
Indirect Reports: VP IT and Ops, Sr Marketing Manager
Description: Serve as the first point of contact for our organization as our receptionist, greeting visitors...answering the phone...and interacting with our community by answering customer service questions - and have fun doing it!
Company Administrative Duties
* Answer phones, return voicemails, & maintain in-house phone list
* Update/change outgoing phone greetings when office is closed for Holidays
+ Maintain phone scripts
* Greet guests
* Distribute Mail to correct employee mail bins
* Coordinate company lunches as needed
* Assist with cultural company events as needed/as available
* Postage machine maintenance and process all outgoing mail
+ Take outgoing mail to mailbox or Post Office when necessary
+ Prepare and mail all sales catalogs to customers
* Central Office Ordering Function
+ Receive office supply requests and find the best price and source
+ Keep track of on hand inventory
Customer Service Duties
* Check and respond to customer emails, web submissions and phone calls
* Answer Amazon questions that come in via email
* When donation requests come in, send over to HR for approval and then to order processing if approved.
* Resolve customer complaints/issues
+ Work closely with marketing/social media coordinator on communication
+ Track games that give us the most difficulty/weekly
+ Create team meeting agenda and follow up as needed
+ Report at weekly/biweekly customer service meetings
+ Maintain customer service log for replacement parts, this will include adding each shipments cost to mail along with each game name/item number
+ Share significant customer service issues & kudos with management
+ When game rules questions come in, redirect to the design team for assistance with answering
* Process game parts & accessory customer orders
+ Pull, package, process shipping label, and mail parts. Make sure all information is added into ERP System once complete.
+ For each CS request, all details need to be checked to ensure it is still a game we are producing/have parts for.
+ Always double check items before shipping to make sure the correct items were pulled (If someone else helped pull items)
+ Puzzle issues - need to check our flat sheets in warehouse to see if we can resolve the issue with the missing piece. Must ask customer for a photo and then compare it to what we have in warehouse.
+ Maintain parts inventory in warehouse
+ Process and mail requests for promotional items
* Website orders
+ Quickly work with order team on issues that come in via phone/order support form (address changes, cancelations, item returns, etc.)
+ Attend weekly Direct to Consumer meetings to bring up any customer service issues regarding orders
+ Organize and manage weekly Customer Service Meetings
Skills
* Problem solving
* Ability to be self-directed
* Excellent Communication Skills (verbal, written)
* Highly Organized
* Can-do attitude
* Proactive, enthusiastic
* Team player
* Preferred: Board Game knowledge or love of playing games!
Experience:
* 2+ Years Customer Service
* Proficient in MS Office
Physical Requirements:
* Ability to sit at a desk for extended periods of time
* Ability to lift parts boxes around 10-12lbs
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