Customer Service Specialist

Funko Overview

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.

But what does Funko do?

Funko is a purveyor of pop culture, making and selling license-focused collectibles. We’re based in Everett, WA where we have a store that delights kids of all ages (kids at heart included). We currently hold hundreds of licenses for franchises ranging from Marvel to Harry Potter, giving us the rights to create tens of thousands of characters—one of the largest portfolios in the pop culture and collectibles industry. We take your favorite characters and turn them into adorable, or sometimes scary, collectible figures. Our most famous line, Pop! Vinyl, has millions of fans around the world. 

The Customer Service Specialist is responsible for responding to customer inquiries by providing product and service information, make recommendations and resolve product and service complaints or concerns. This role is front line to ensuring customer satisfaction of inquiries, where applicable, and assessment of broader issues/concerns within our product and operations processes.

Your Superpowers in Action

• Attracting potential customers by answering product and service questions; suggesting information about other products and services
• Resolving 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
• Utilizing computer technology to handle high-ticket volumes
• Maintaining customer and company records by updating account information, processing orders or replacement requests, and processing refunds
• Testing program or platform updates, and working to improve overall efficiency of customer service efforts
• Working with customer service manager to ensure proper customer service is being delivered; Maintaining personal work efficiency and accuracy; meeting established customer service metrics
• Communicating and coordinating with internal departments, including Marketing and Operations

• 2+ years of customer service or customer-facing experience preferably in the consumer goods industry
• Thorough understanding of customer service best practices
• Strong listening and communication skills, written and verbal
• Pro-active, creative and self-motivated work style
• Able to de-escalate and apply conflict management skills
• Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment while consistently delivering superior results within given deadlines
• Strong ability to identify business issues and formulate plans to resolve these issues
• Strong computer and typing skills