Customer Engagement Coordinator

  • Full-time

Company Description

Fast-growing KontrolFreek makes high-quality video game accessories that give players at all levels the competitive edge.  Incorporating the latest in ergonomics, engineering, and materials science, the company’s Xbox and PlayStation accessories are acclaimed by both critics and consumers alike. KontrolFreek is headquartered in Atlanta, GA.

Job Description

The Customer Engagement Coordinator is our front line for keeping customers happy and actively informed on orders and other general information about KontrolFreek.  This position requires a sharp individual who is organized, can multi-task, and communicate thoughtfully and clearly. The role incorporates coordination among multiple online systems as well as with other team members at KontrolFreek. This position is full-time and based in our offices in midtown - Atlanta, GA.

 

Customer Engagement Coordinator Responsibilities

       Customer Care: 

  • Manage and serve as tier-1 customer care specialist for email and voicemail related inquiries
  • Manage online chat support during business hours
  • Manage support requests on weekends and off-peak hours as needed
  • Manage and escalate issues as they arise to other team members
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

      Marketing:

  • Assist with social media channels including Facebook and Twitter
  • Support the marketing organization as requested for other related projects which could include sponsorship, prizing, promotions, and/or shipping 

       eCommerce Operations: 

  • Test daily functionality of eCommerce properties including KontrolFreek.com, eBay, Amazon, etc.
  • Maintaining an understanding of the mechanics of our e-commerce platforms


Qualifications

The successful Customer Engagement Coordinator will possess many of the following attributes:

  • Organized and able to handle multiple tasks in a fast paced environment
  • Proficiency with Microsoft Office Suite, including Excel and PowerPoint
  • Strong verbal and written communication skills
  • Able to work effectively as an individual and as part of a project team
  • Organizes, prioritizes and coordinates multiple work activities and meets critical deadlines with minimal supervision
  • Knowledge of ZenDesk or any Help Desk software
  • Background in eCommerce Support is a plus!
  • Bachelor’s degree required 

Additional Information

To Apply:  Please respond to the job posting with a resume in Word format, outlining how your skills and experience meet the qualifications of the position and stating how you heard about the opportunity.