Customer Service Representative

KEH Camera – About the Company

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.

• 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 an 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 what it stands for. 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.

• Your work 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.

On-site Smyrna, GA

• 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 phone 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.
• Maintain 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.

• 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.
• 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 a strong interest in mechanical and technological aspects of 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.

Reasonable…