SUMMARY Overview of the position

Receive and answer incoming consumer calls as outlined by TTA requirements. Assist in handling consumer e-mails, letters and social media inquiries. Receive, research and resolve customer inquiries, problems and complaints. Provide timely and accurate responses to the customer. Provide quality customer care as outlined by manager and other training staff. Be intimately involved in e-commerce and Upper Deck e-Pack™ product sales. Hand-write outgoing correspondence to customers through the Upper Deck Random Acts of Kindness program. Assist with entering hologram numbers and information into the Upper Deck Authenticated database.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.

• Receive and resolves customer inquiries and associated issues, ideas and complaints 
• Is available to take high volumes of calls treating customers with dignity and respect 
• Research and resolves product questions for direct and UD Store orders 
• Assist customers with order status and claims on lost/damaged freight 
• Partners with internal departments to determine answers to inquiries 
• Identifies and reports upon significant reoccurring trends or issues in the marketplace, initiates recommendations for improvements daily 
• Assists with the processing of credits and returns relating to direct and UD Store orders 
• Maintains up-to-date working knowledge of the Company’s products, programs and policies and procedures along with general sports and entertainment information 
• Runs point on customer engagement for social media platforms like Facebook, Twitter, Instagram or Snapchat 
• Assists with filing, data entry, order entry, etc. 
• Write at least one story for the Upper Deck Blog per quarter 
• Identifies issues with customers who may be taking advantage of the Company’s products and programs 
• Write at least five hand-written notes to customers per week as part of the Upper Deck Random Acts of Kindness program 
• Assist with the Upper Deck Diamond Club & Volunteer Alliance customer engagement programs 
• Able to travel on behalf of the company to attend company-sponsored trade shows 
• Able to work nights and weekends potentially for overtime opportunities during peak times 
• Document every customer interaction that occurs in Upper Deck databases

INTERACTION

This position will interact closely with the Manager of Customer Experience and departmental personnel along with related Company staff members and external parties.

EDUCATION/YEARS EXPERIENCE 

REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong knowledge of commonly used customer care and sales concepts, practices and procedures 
• Experience in a call center with heavy call volume 
• Ability to learn and apply advanced knowledge of the Company’s products to assist customers in purchasing decisions 
• Excellent oral and written communication skills in English; additional languages a plus 
• Solid working knowledge of social media platforms like Facebook, Twitter, Instagram and Snapchat 
• Strong interpersonal, problem solving, customer care and relationship building abilities 
• Strong organizational skills with the ability to handle multiple, high priority projects with keen attention to detail 
• Professional demeanor; team player orientation, ability to interface with internal and external parties at all levels 
• Rely on instructions and pre-established guidelines, works under immediate supervision while exercising minimal independent judgment 
• Hands-on, energetic and motivated self-starter 
• Ability to travel on behalf of the Company 
• Highly accurate data entry abilities 
• Typing speed 35+ wpm 
• Proficiency in the following software or systems: MS Office (Word and Excel)