Customer Service Associate Tier I

About the role

We're seeking an exceptional Customer Service Associate Tier I to join our dynamic, high-volume support team. As a successful and growing online auction company, you’ll interact with highly engaged, knowledgeable, and active customers. You'll multitask across multiple systems — website registration, payment processing, sales tax handling — while supporting customers through chat, email, phone, and in-person interactions.

Responsibilities

• Communicate effectively with a high volume of customers by phone, email, and in-person, chat, building rapport and fostering positive relationships.
• Educate bidders on account details, auction processes, and terms and conditions.
• Proactively address and resolve challenging customer interactions, including handling escalated calls, and escalate further when necessary.
• Maintain a professional demeanor in all situations as a representative of the company.
• Develop in-depth expertise in our website's full range of features.
• Work within partner company systems with high levels of accuracy.
• Process a range of payment methods (cash, credit cards, checks) accurately and promptly, adhering to all financial policies.
• Address sales tax questions and facilitate sales tax removals when appropriate.
• Utilize advanced software skills to complete complex tasks and maintain precise records.
• Prioritize daily workload to meet customer needs and business deadlines while demonstrating sound decision-making on concurrent responsibilities.
• Ensure meticulous attention to detail in all aspects of communication and work.
• Adapt to changes in processes, procedures, and the work environment; show willingness to learn new processes and systems as technology changes.
• Facilitate successful internal communications between cross-functional departments.
• Collaborate with team members and management to enhance customer experiences and maintain a positive work environment.
• Actively participate in weekly and periodic meeting sessions.
• Perform additional responsibilities and special projects as assigned by management, demonstrating flexibility.

Requirements

• One year of experience in a professional office environment.
• High School Degree or GED, with some college education preferred.
• Ability to clearly and effectively communicate on multiple channels including phone, email, chat, and in-person interactions.
• Ability to use critical thinking to de-escalate and provide solutions.
• Advanced data entry, technology, and computer software skills.
• Commitment to a high level of accuracy and attention to detail.
• Proven ability to successfully multitask in a fast-paced environment.
• Ability to work independently and confidently to meet customer needs.
• Self-motivated, dependable, and genuine interest in the online auction industry.
• Bilingual candidates who can speak, write and understand Spanish are encouraged to apply.
• Applicants must be either a U.S. Citizen or eligible to work in the U.S.
• Requires the ability to satisfactorily complete a background check.

Benefits

• Health insurance, Dental insurance, and Vision insurance.
• 401(k) plan with an employer match up to 4% starting the first day of employment.
• Company-paid Life Insurance with options for supplemental coverage.
• Fully paid Short-Term Disability provided by the Company.
• 3 Weeks of PTO annually.
• Employee Stock Purchase Program (ESPP) - Eligible to purchase company stock at a discount after 90 days of employment, with enrollment opportunities each May and November.
• Monthly Bonus Program - determined by the Company’s monthly revenue result and are paid on a “percent to plan” payout formula.

Pay

Hourly rate varies based on experience and qualifications, but typically ranges from $18.00 per hour to $19.00 per hour and is paid bi-weekly.

Schedule

Full-Time, Hourly, Non-Exempt, eligible for overtime. Office service hours are Monday through Friday, from 7:00 a.m. to 7:00 p.m. We are hiring for two available shifts: 8:00 a.m. to 5:00 p.m. and 10:00 a.m. to 7:00 p.m. Overtime may occasionally be required to meet business deadlines and will be compensated in accordance with applicable U.S. Department of Labor requirements.