Customer Service Specialist

Job Responsibilities

• Serve as the primary point of contact for customer inquiries, providing timely, professional, and empathetic support across all communication channels.
• Deliver exceptional customer experiences by resolving concerns efficiently while consistently exceeding customer expectations.
• Represent the Cancelled Breaks brand with professionalism, enthusiasm, and authenticity in every customer interaction.
• Drive customer retention by creating positive, personalized experiences that foster long-term customer loyalty.
• Support customer retention initiatives through proactive outreach, thoughtful follow-up, and relationship-building.
• Monitor customer feedback, trends, and recurring concerns, providing recommendations to improve the overall customer experience and retention efforts.
• Investigate customer concerns and determine the legitimacy of complaints through careful review of order details, shipping records, tracking information, and available video documentation.
• Build trust and confidence by resolving customer issues fairly, consistently, and in accordance with company policies.
• Create exceptional experiences for both new and returning customers, ensuring every interaction reinforces brand loyalty.
• Develop and maintain comprehensive knowledge of company products, services, promotions, and policies to provide accurate and informed customer support.
• Maintain thorough and accurate documentation of customer interactions, resolutions, and follow-up activities within company systems.
• Partner with Shipping, Live Streaming, Inventory, and other internal departments to investigate issues, resolve customer concerns, and ensure seamless service.
• Analyze customer inquiry trends and recurring issues, providing actionable recommendations to improve processes, reduce friction, and enhance operational efficiency.
• Build meaningful relationships with customers through effective communication, professionalism, and a commitment to delivering an outstanding customer experience.

Job Qualifications

• Verifiable professional experience in customer service, preferably supporting customers via chat, email, or other digital communication channels.
• Exceptional verbal and written communication skills with the ability to communicate professionally and effectively.
• Strong critical thinking, problem-solving, and conflict-resolution skills.
• Proficient computer skills with the ability to quickly learn new systems.
• Demonstrated history of taking initiative, assuming ownership, and driving customer-focused projects to successful completion.
• Exceptional attention to detail with the ability to prioritize, troubleshoot, and resolve issues accurately.
• Collaborative team player with the ability to build strong working relationships across departments.
• Required knowledge of professional sports, including the NBA and NFL.
• Leadership potential with the desire and capability to grow into a people management role.
• Knowledge of sports trading cards and trading card games (TCGs) is strongly preferred.

Salary and Schedule

• Mon - Fri 9 am - 5:30 pm with occasional overtime or weekend days