TCGplayer provides world-class service and technical support to our customers seven days a week via email and social media. Our Customer Experience (CX) team assists our hobbyists and sellers with order-related issues, product support, and more. We always strive to provide legendary support and put the customer at the center of everything we do.

As an Associate Customer Experience Representative, you’ll have the opportunity to work directly with our customers to provide order support, answer payment questions, and respond to account inquiries. Hours of operation for the CX Team are between 8am-2am, with the open roles requiring scheduling during the 8am-4:30pm timeframe with at least one weekend day scheduled. Final schedule still TBD.

Essential Functions

Provide accurate and quality responses to all customer inquiries and requests via email

Go beyond for our customers to exceed their expectations and provide a first-class experience
Follow existing SOPs (Standard Operating Procedures) 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 our customers on our policies, tools, and product lines

Triage customer tickets within our team and cross-departmentally
Use the customer voice to help drive change and site improvements through continuous feedback and escalations

Help your peers and TCGplayers with any questions they may have to answer a customer's question accurately
Coordinate with our Authentication Center to resolve customer order issues
Become familiar with our shopping tools, marketplace, and services

Secondary Functions

Assist with creating or revising policies based on customer feedback
Manage several daily administrative reports
Take on other duties, tasks, and projects as assigned by management

Competency (Knowledge, Skills and Abilities)

Empathetic, with the ability to connect with customers and let them know you care about their issues
Maintain a positive and professional attitude toward customers at all times
A problem solver who is comfortable making decisions independently
Able to explain complex information or instructions in a simple and understandable way
An awesome teammate that can lead or follow when needed and loves to collaborate
Excellent time management skills and the ability to follow up on multiple issues and customer service requests simultaneously
Excellent written communication skills

Required Qualifications

2-year associate degree in a relevant field of study or high school diploma and related experience in customer service
A minimum of 1 year of customer service experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or related field (internal incumbents may substitute in-company experience in place of previous experience required).
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
Excellent written communication skills

Preferred Qualifications

Experience with a CRM like Zendesk or Salesforce
Familiarity with the collectible gaming industry
Experience working with a high-performing customer experience team

Physical Demands

The role involves the following physical demands regularly:

Mobility to work in a standard office setting and use standard office equipment, including a computer
Sitting or standing for an extended period of time, up to eight hours per day
Ability to use vision to read computer screen and read printed materials
Frequently required to stand, talk and hear

Work Environment

Ability to work in an open office environment or the ability to work from home.

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

The pay range for this position at commencement of employment in California, Washington, or New York is expected in the range below.

$20.00/hr

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

TCGplayer, a subsidiary company of 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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at careers@tcgplayer.com. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

Jobs posted with location as "Remote - United States (Excludes HI, NM)" excludes residents of Hawaii and New Mexico.

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