Customer Service Representative - Contract Wed Jan 09 00:00:00 CST 2019 Renton, WA 529440200 9404 Wizards of the Coast N Contingent Worker <p><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><span style="color: rgb(75, 0, 130);"><strong>Suits Optional...                                                        </strong></span><strong>Customer Service Representative - Contract</strong><br /> <span style="color: rgb(75, 0, 130);"><strong>...Brains Required!!</strong></span><br /> Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world's largest publisher of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Role-playing Games has an exciting opportunity for a Customer Service Rep to join our team.</span></span></p> <p> </p> <p><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><strong>POSITION PURPOSE</strong><br /> This position will provide the highest standard of customer support for all Wizards of the Coast products. This includes, but is not limited to, live chat, forum and email support for Wizards digital and analog games.</span></span></p> <p> </p> <p><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><strong>Essential Functions / Major Responsibilities:</strong></span></span></p> <ul> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Receive and respond to inbound customer contacts in a knowledgeable, accurate and timely manner.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Providing customers with responses/solutions in a positive, professional and courteous manner is a prerequisite of this position.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Demonstrate professionalism and good judgment in performing responsibilities and interacting with managers, customers, developers, team members, and outside authorities.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Assist in supporting Wizards Organized Play and the Wizards Play Network program.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Support and assist in the development of the business through continuing community outreach.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Representative will be responsible for resolving technical support requests from customers.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Understand what information is proprietary and keep this information confidential.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Uphold team standards, policies, and values at all times.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ensure excellent customer service is upheld at all times.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Relay customer concerns and problem trends to Leads and Managers.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Gather and enter data from support interaction into designated software.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Maintain expert working knowledge of current and upcoming Wizards of the Coast products.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Maintain a flexible work schedule. Will be necessary to work weekends and holidays.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Excellent typing/written skills (50 wpm minimum).</span></span></li> </ul> <p><br /> <span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><strong>QUALIFICATIONS<br /> Knowledge, Skills and Abilities:</strong></span></span></p> <ul> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Good knowledge of Magic: TCG, Dungeons & Dragons, Magic Online or a familiarity with MMO computer games is very much required.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Able to learn and adapt quickly in a demanding customer service environment.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ability to work effectively in a fast paced, aggressive environment.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Self-motivated with ability to establish priorities and effectively manage time to complete multiple tasks within specified timeframes.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Excellent organizational and communication skills.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ability to work flexible hours.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Effective communication skills (see list below):</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Active listening</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Good written and Oral Communication skills</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Articulate</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Building rapport</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Expressing empathy</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ability to de-escalate a call and/or e-mail</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Basic computer literacy, including the ability to send, and effectively manage inbound e-mail required.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Working knowledge of the following programs preferred:</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">MS Outlook, MS Word, MS Excel, MS Internet Explorer</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ability to work effectively with strong attention to detail required.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Strong customer focus and problem solving skills required.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ability to work with team to improve and develop processes as needed.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Excellent follow through skills.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Positive ‘can-do’ attitude.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Ability to work effectively with diverse groups and customers.</span></span></li> </ul> <p> </p> <p><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><strong>Prior Related Experience:</strong></span></span></p> <ul> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Two or more years of experience in the customer service field, including phone support, required.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Experience providing Billing and Technical support desired.</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Strong knowledge of Wizards’ games and products required.</span></span></li> </ul> <p> </p> <p><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><strong>Education and Training</strong>:</span></span></p> <ul> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">High school diploma or equivalent required</span></span></li> <li><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">Continuing education in Business a plus</span></span></li> </ul> <p> </p> <p><span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;"><strong>We are an Equal Opportunity / Affirmative Action Employer</strong></span></span></p> <p><br /> <span style="font-size: 14px;"><span style="font-family: Arial,Helvetica,sans-serif;">The above is intended to describe the general content of and the requirements for satisfactory performance in this position.  It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.</span></span></p>

Customer Service Representative - Contract

Suits Optional...                                                        Customer Service Representative - Contract
...Brains Required!!
Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world's largest publisher of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Role-playing Games has an exciting opportunity for a Customer Service Rep to join our team.

 

POSITION PURPOSE
This position will provide the highest standard of customer support for all Wizards of the Coast products. This includes, but is not limited to, live chat, forum and email support for Wizards digital and analog games.

 

Essential Functions / Major Responsibilities:

  • Receive and respond to inbound customer contacts in a knowledgeable, accurate and timely manner.
  • Providing customers with responses/solutions in a positive, professional and courteous manner is a prerequisite of this position.
  • Demonstrate professionalism and good judgment in performing responsibilities and interacting with managers, customers, developers, team members, and outside authorities.
  • Assist in supporting Wizards Organized Play and the Wizards Play Network program.
  • Support and assist in the development of the business through continuing community outreach.
  • Representative will be responsible for resolving technical support requests from customers.
  • Understand what information is proprietary and keep this information confidential.
  • Uphold team standards, policies, and values at all times.
  • Ensure excellent customer service is upheld at all times.
  • Relay customer concerns and problem trends to Leads and Managers.
  • Gather and enter data from support interaction into designated software.
  • Maintain expert working knowledge of current and upcoming Wizards of the Coast products.
  • Maintain a flexible work schedule. Will be necessary to work weekends and holidays.
  • Excellent typing/written skills (50 wpm minimum).


QUALIFICATIONS
Knowledge, Skills and Abilities:

  • Good knowledge of Magic: TCG, Dungeons & Dragons, Magic Online or a familiarity with MMO computer games is very much required.
  • Able to learn and adapt quickly in a demanding customer service environment.
  • Ability to work effectively in a fast paced, aggressive environment.
  • Self-motivated with ability to establish priorities and effectively manage time to complete multiple tasks within specified timeframes.
  • Excellent organizational and communication skills.
  • Ability to work flexible hours.
  • Effective communication skills (see list below):
  • Active listening
  • Good written and Oral Communication skills
  • Articulate
  • Building rapport
  • Expressing empathy
  • Ability to de-escalate a call and/or e-mail
  • Basic computer literacy, including the ability to send, and effectively manage inbound e-mail required.
  • Working knowledge of the following programs preferred:
  • MS Outlook, MS Word, MS Excel, MS Internet Explorer
  • Ability to work effectively with strong attention to detail required.
  • Strong customer focus and problem solving skills required.
  • Ability to work with team to improve and develop processes as needed.
  • Excellent follow through skills.
  • Positive ‘can-do’ attitude.
  • Ability to work effectively with diverse groups and customers.

 

Prior Related Experience:

  • Two or more years of experience in the customer service field, including phone support, required.
  • Experience providing Billing and Technical support desired.
  • Strong knowledge of Wizards’ games and products required.

 

Education and Training:

  • High school diploma or equivalent required
  • Continuing education in Business a plus

 

We are an Equal Opportunity / Affirmative Action Employer


The above is intended to describe the general content of and the requirements for satisfactory performance in this position.  It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.


Job Segment: Customer Service Representative, Technical Support, Customer Service, Technology

Date: Jan 9, 2019

Requisition ID: 9404

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