Position Description

Customer Service Coordinator
Location 2K Vegas
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CUSTOMER SERVICE COORDINATOR






Summary:

Become a key to the 2K Customer Service Team’s ongoing success. We are seeking a Customer Service Coordinator to provide overall assistance to the 2K Support team, taking on a broad range of responsibilities. Some of these include: helping customer service team members with account setup and maintenance, administration of the 2K Forums, monitoring activity and building reports and presentations about customer service trends, oversight of our helpdesk configuration, acting as point of escalation for customer service issues, and responding to external correspondence.


Responsibilities:

  • Support the customer service group by ensuring all team members have the tools they need to perform their duties and troubleshoot access or account issues that emerge
  • Work with all internal and third-party customer service groups to keep an up-to-date and accurate team roster list, making sure all agents are configured the way they need to be
  • Maintenance and oversight of the 2K Forums. Monitor and respond to relevant forum threads, organize support-related content, and coordinate with internal brand/development teams and moderation teams to ensure their needs—and those of the player community—are tended to
  • Compile and analyze relevant data and information to create periodic reports concerning trends in 2K support web requests, 2K forum activity, social media discussions, and potential future support channels
  • Stay up to speed on internal 2K Support processes and be able to provide help/clarification for team members
  • Configure and maintain our helpdesk, helping to update our web request pages, internal routing, and business rules to prepare the team for new launches and important updates/events
  • When needed, keep an eye on relevant discussions on external communities, such as first party, retailer, gaming, and other relevant forums, especially when related to emerging reports of issues with 2K titles
  • Help keep our internal training material fresh, and track team members’ progress through certification courses. Identify and resolve gaps in internal documentation
  • Be able to identify, measure, reproduce, and escalate customer service issues to the proper personnel and departments
  • Assist with customer inquiries, whether it’s coordinating with our service vendor team on resolutions, providing responses via consumer advocate portals (e.g. Better Business Bureau), or directly answering customer inquiries
  • When needed, help us go above and beyond for 2K customers by fulfilling unique support requests and projects for 2K customers
  • Other miscellaneous duties related to customer service and team support

     

Qualifications:

  • High school degree or equivalent, and 2 to 3 years’ experience in customer service and/or online community coordination
  • Must be a friendly, positive presence on the team, and able to work in a fast-paced environment
  • Capable of working with and communicating concepts to team members across many different experience levels
  • Experience with forum moderation/administration a plus
  • Must have a passion for video games

     

Skills:

  • Excellent planning, organization, communication (written/verbal), and interpersonal skills
  • Ability to successfully interact with internal peers and management as well as vendors and outside agencies
  • Knowledge of Microsoft Office Suite, especially Microsoft Excel, PowerPoint, and Word
  • Ability to budget time well, keeping several projects going at the same time while actively managing and anticipating deadlines
  • Self-starter who likes to take on projects and see them through to completion
  • Knowledge of Zendesk or similar helpdesk software a plus
  • Knowledge of vBulletin or similar discussion forum software a plus
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