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Customer Service Representative

Company: KEH, Inc
Location: Smyrna
Posted on: November 26, 2022

Job Description:

We exist to put camera gear in the hands of ordinary people to unlock extraordinary potential.

The original camera re-commerce company, KEH has always envisioned a better way to support the passion and profession of photography. Serving the camera community since 1979, KEH has become the largest curated market for field-tested, expert-graded photo and video equipment in the industry.

We are seeking a full-time Customer Service Representative to join our Customer Experience team.

The Customer Service Representative will be responsible for answering questions and concerns regarding customer transactions with KEH, with a heavy emphasis on Shipping Issues. This includes but is not limited to reaching out to the Carrier to receive updates on shipments, providing customers with solutions to outstanding issues, and seeing all issues from start to finish, while also providing updates to customers.

*Responsibilities to Include the Following: *

* Manage requests from customers and help troubleshoot potential issues the customer is facing
* Suggest and recommend freight options and solutions based on conversation
* Research tracking information and shipping issues and relay this information to the customer
* Contact FedEx regarding delivery concerns
* Document and track shipping issues
* File claims with FedEx, and follow up on these claims and inquiries
* Respond to customer service emails and voicemails in a timely manner
* Create RMAs (return merchandise authorization) for returns
* Help customers navigate digital interfaces
* Follow-up on issues and status of claims
* Contribute to team effort by accomplishing related tasks as needed
* Assist the team with suggestions and changes to departmental processes to improve overall efficiency as needed
* Ensure customer satisfaction and provide professional customer support that supports the KEH Brand
* Maintains a positive, empathetic, and professional attitude toward customers

*Qualifications & Education Requirements: *

* At least two years working in Customer Experience
* High school diploma or equivalent required
* Proficient in Microsoft Office
* Customer focused attitude with a desire to provide great service
* Excellent attention to detail and understanding of KEH's procedures and policies.
* Ability to handle pressure and be empathetic to customers' issues while staying calm
* Responds well to challenging inquiries and situations
* Photography knowledge or an interest in photography equipment is highly preferred

*Key Skills and Desired Competencies: *

* Critical thinking and problem-solving skills
* Excellent written and verbal communication skills
* Problem-solving
* Quality-focused
* Conflict resolution
* Stress tolerance
* Attention to Detail
* Empathy
* Adaptability
* Decision-making
* Teamwork
* Curiosity for learning new skills

*Physical Demands*

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate.

*Benefits*

* Comprehensive medical, dental, and vision plans
* 401(k) and company match
* Paid vacation and holiday
* Discounts off camera gear

*Job Type*: Full-Time

*Location: * Smyrna, GA

Job Type: Full-time

Pay: $17.00 per hour

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee assistance program
* Employee discount
* Flexible schedule
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday

Ability to commute/relocate:
* Smyrna, GA 30082: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Customer service: 1 year (Preferred)

Work Location: One location%58047475%

Keywords: KEH, Inc, Smyrna , Customer Service Representative, Other , Smyrna, Georgia

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