What are the responsibilities and job description for the Customer Service Representative position at KEH Camera and Careers?
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.
At KEH Camera, we’re passionate about making photography and videography accessible and sustainable by buying and selling pre-owned camera gear. We are the go-to resource for everyone looking for photo or video gear, offering high-quality KEH Certified equipment at great prices while extending the life of gear for a global community of creatives.
Why Work at KEH Camera?
- Be Part of the Fastest Growing Company Driving the Societal Explosion of Images and Video: Join a company that’s not just in the business of gear fueling creativity, empowering photographers and videographers, and shaping the future of images and videos. Whether you have a passion for the craft or the gear or neither, if you have inner passion for something you will find a home here!
- Collaborate with Visionaries: Work alongside a team of passionate, dedicated individuals who live and breathe KEH and all that it stands is about. At KEH, innovation and growth aren’t just goals, they’re part of our DNA. Your ideas and contributions will be valued from day one.
Make a Real Impact: At KEH, you’re more than just an employee; you’re a key player in an exciting, ever-evolving industry, and a part of a special and rapidly growing company.
- Your work here directly influences an industry, as well as the lives and joys of countless people, and helps shape the future of the photo and video gear marketplace.
- A Culture of Creativity and Learning: We support your personal and professional growth with continuous learning, training, and career advancement opportunities. Whether you’re a photography enthusiast, a tech expert, or a truly curious person, we’ll help you grow your skills and expertise.
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’s transaction with KEH and providing customers with solutions to outstanding issues and seeing all issues from start to finish while also providing updates to customers.
Location
- On-site Smyrna, GA
What You Will Do:
- Ensure customer satisfaction and provide professional customer support that aligns with KEH’s Brand Values while maintaining a positive, empathetic, and knowledgeable attitude towards customers
- Manage requests from customers and recommend solutions based on conversation via phones calls, email, and web chat interactions
- Troubleshoot customer issues
- Respond to customer calls, emails, chat, and voicemails within service level
- Create RMAs
- Help customers navigate digital interfaces
- Follow-up on issues
- Contribute to team effort by accomplishing related results as needed
- Maintains a positive, empathetic, and professional attitude toward customers always
- Have a full understanding of KEH processes and policies
- Follow-up on outstanding issues and requests
Skills Needed to be Successful:
- Customer focused attitude with a desire to provide great service
- Ability to quickly build rapport with customers
- Ability to handle pressure and keep empathetic to customers’ issues while staying calm
- Excellent listening skills and ability to identify customer’s desires and provide suggestions based on customer’s input
- Commitment to success with all tasks, duties, and projects
- Excellent written and verbal communication skills
- Excellent attention to detail and understanding of KEH’s procedures and policies
- Problem-solving and conflict resolution skills
- Ability to handle pressure and keep empathetic to customers’ issues while staying claim
- Responds well to challenging inquiries and situations
- Quality focused
- At least two years working in Customer Experience
- High school diploma or equivalent required
- Proficient in Microsoft Office
- Photography experience preferred or has a strong interest in mechanical and technological interests and is eager to learn about photography gear
- Experience working with ERPs, CRMs and Contact Centers
- Occasional Saturday shift. On the weeks you work the Saturday shift, you will receive a weekday off
Work Hard, Play Hard:
Enjoy a hard-working and fast-paced environment where your work is celebrated and where you can commit your energy and efforts alongside like-minded individuals who are focused on building and growing a great company and winning.
Physical Demands:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, twist, bend, sit, use hands, handle, or feel objects, tools, or controls, and reach with hands and arms. Ability to lift 40lbs. May be required to lift overhead. 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
- HAS and FSA Accounts
- Short and Long term disability
- Company provided life insurance
- 401(k) and company match
- Paid vacation, sick days and holiday
- Options for Pet Insurance and Legal Services
- Discounts of camera gear
Equal Opportunity Employer:
KEH Camera is an Equal Opportunity Employer that does not discriminate on the basis of any status protected under federal, state, or local law. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law based on race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status or disability in relation to our recruiting, hiring, and promoting practices.
The statements contained in this position description are not necessarily all-inclusive; additional duties and responsibilities may be assigned, and requirements may vary from time to time.
Professional business references and a background screening will be required for all final applicants selected for a position.
If you need assistance or an accommodation due to a disability, you may contact kaustin@keh.com.
KEH Camera is not currently accepting resumes from agencies for this position. If you are a recruiter, search firm, or employment agency, you will not be compensated in any way for your referral of a candidate, even if KEH Camera hires the candidate.