Customer Service Associate - Used Trades

• Growth Mindset: We set high standards, embrace failure, and are open to change.
• Be Customer-Centered: We focus on the end-to-end customer experience.
• Take Ownership & Dig Deeper: We are proactive, use data, and avoid shortcuts.
• Think Like a Start-Up: We move fast, stay flexible, and celebrate every win.
• Be Humble & Respectful: We assume positive intent, listen actively, and support one another.

The Customer Service Associate serves as the front-line owner of the customer experience, ensuring inquiries, issues, and order needs are fully resolved from first contact through completion. This role acts as the operational bridge between customers and technical teams.

This is a three on-site days weekly that requires both execution and judgment: handling day-to-day transactions while actively driving solutions, follow-ups, and communication to maintain a high level of service.

• Manage customer interactions across multiple platforms such as Phone, Email, Voicemail, Dynamics and messaging platforms
• Investigate and resolve Trade and Order issues, Product concerns, and service inquiries end-to-end
• Proactively follow up with customers and internal teams until cases are fully completed
• Serve as the communication liaison between customers, technical staff, and sales specialists
• Escalate complex situations appropriately while maintaining ownership of the outcome

• Accurately process Trades Returns, Exchanges, and used-item requests
• Handle payments including Credit Card, Check, Direct Deposit and PayPal transactions
• Support inquiries related to Trades, Website, Amazon, and eBay orders
• Maintain accuracy and documentation across customer accounts and order records

• Screen and route calls to appropriate sales or technical specialists
• Support off-site customer service team inquiries and information requests
• Monitor and respond to Dynamics messages, Voicemail, Email, and eBay messages consistently
• Partner with internal teams to resolve pending customer and operational issues

• Identify recurring customer concerns and help prevent repeat issues
• Maintain an optimistic, solutions-focused approach to problem solving
• Assist with operational support needs within the department when required
• Responsibilities may evolve over time; employees may be asked to take on additional duties as needed to support business priorities.

• Customer service experience with direct problem resolution
• Strong written and verbal communication skills (Spanish a plus)
• Comfort learning and discussing photography equipment or technical products
• Ability to manage multiple open cases while maintaining accuracy
• Self-directed, accountable, and comfortable working independently or within a team
• Positive, people-oriented, and service-driven mindset

This role requires three on-site days weekly to ensure in-person collaboration, improved communication, effective teamwork, and real-time problem solving to enhance team synergy and productivity. A standard 40 hour work week is expected.