Customer Service Representative

Permanent/Full Time/Hourly

Are you someone that loves providing the best customer experience possible? Are you someone who loves tabletop roleplaying games? If so, this is your chance to be a part of the team responsible for two of the most popular and thrilling RPGs in the world: the Pathfinder and Starfinder Roleplaying Games!

Paizo Customer Service Representatives interact with customers through a variety of platforms, including telephone, email, forums, and in-person activities. Under the direction of the Director of Sales and the Customer Service Manager, the Customer Service Representative resolve issues with orders received via Paizo webstore, answer queries, assist subscribers, and communicate on Paizo forums. Customer Service Representatives are expected to utilize interactions to provide a positive experience to our customers and community, upholding Paizo’s reputation as the best customer service team in the industry.

Essential Duties and Responsibilities

● Customer-focused tasks, which includes, but is not limited to:

o Respond to all incoming queries (via email, forums, telephone, etc.) in a timely manner

o Troubleshoot problems associated with orders and subscriptions

o Identify complicated issues and up channel them to the Customer Service Lead

o Document ongoing issues with customers

o Identify reported issue trends to Customer Service Lead

o Produce process documentation

o Work with other teams to resolve product inventory issues

o Provide a positive experience for the Paizo community

o Develop an understanding of company’s product lines

o Communicate product delays as necessary

● Business operation support tasks, which includes but is not limited to:

o Strive to meet all established KPI and SLA targets to support departmental goals

o Support the coordination of monthly order fulfillment with the Warehouse team as needed to ensure timely fulfillment of all customer orders (especially during subscription fulfillment weeks)

o Communicate with the community about business initiatives like Humble Bundle, crowdfunding campaigns, store sales and events, marketing programs, etc.

o Support editorial and marketing initiatives

o Process mail addressed to customer service or general inquiry

o Distribute physical and digital assets as directed to support editorial functions

o Work with the other public-facing departments to provide a positive experience for our customers and community

o Operate cash register or perform other retail functions at events

o Enter event data into computer systems

o Support the Organized Play Team in fulfilling voucher and convention collateral requests

o Interact with attendees throughout the during events

o Assist in the registration process and convention activities as scheduled

o Other duties as required

Essential Job Skills

· Desire to help people and enjoyment in interacting with customers

· Ability to maintain a friendly and enthusiastic attitude in dealing with customers, even in high stress or difficult situations

· Strong attention to detail and organizational skills

· Ability to handle multiple tasks in a dynamic environment

· Job will require rapid adaptation to a large workload and the ability to juggle multiple tasks simultaneously

· Must be able to work in a team-centered environment, yet capable of starting and finishing tasks on their own

· Must have ability to keep confidential information secret

· Must have the ability to read, write, speak, and understand English at a high level of competence

· Robust (Mac) computer skills (MS Office, email, webforms, social media platforms) and the ability to learn new systems quickly and competently

· Ability to pass a background check

· Strong interest in games of all types, including card games, board games, video games, and roleplaying games

Supervisory Responsibility

This job does not supervise other employees.

Job Conditions

Travel: Ability to travel away from home (domestic travel only) for up to 10 days at a time required. This is generally limited to major hobby conventions like Gen Con and PaizoCon, and to meet and build relationships with external vendors and fans.

Schedule: Flexible schedule demanding at least 40 hours a week (or more as deadlines and other duties require) in typical office and/or home office conditions.

Overtime: Job might require hours that exceed 8 hours per day and/or 40 hours per week

Performance Evaluations:Two per year

Union Information: Union-Eligible

Location

The position is currently 100% remote. Candidates must be a resident of the state of Washington, Oregon, Maryland, or Indiana.

Education and/or Experience

· At least one year of previous customer service or service industry experience (Required)

· Familiarity with trouble ticketing software (FreshDesk, ZenDesk, JIRA, Remedy, etc.) (Preferred)

· Experience using with credit card processing software (Cybersource, Square, Clover, CardX) (Preferred)

Job Benefits

· 100% paid medical, dental, and vision for employee and immediate family.

· Generous vacation, sick leave, and personal days

· Access to company 401k with matching

· Employee discount on paizo.com

· Bonus eligible

· Flexible work hours

Salary Range

This hourly rate for this position is $16.83 per hour

Applicant Information

If you're interested in applying, please send a resume and cover letter to hr@paizo.com.

Equal Opportunity Statement

Paizo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

About Paizo INC.

Paizo Inc. is the publisher of the award-winning Pathfinder Roleplaying Game, Starfinder Roleplaying Game, Pathfinder Adventure Card Game, and Pathfinder Tales novels, as well as board games and accessories. The world of Pathfinder, in which players take on the role of brave adventurers fighting to survive in a world beset by magic and evil, is currently translated into eight languages, and has been licensed for video games, comic books, graphic novels, toys, and apparel. Paizo.comis also a leading online hobby retail store, offering tens of thousands of products from a variety of publishers to customers all over the world.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

COVID-19 considerations:
To keep our employees safe we are currently working from home. Applicants must live in Greater Seattle Area.

Work Location: Remote

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