Mondo Customer Service Coordinator

Description

• Respond to all emails that come into the Mondo Support channel. Maintaining a minimum 48-hour response time. Answering on average 60-120 emails a day based on business, focusing on First Call Resolution (FCR) and End to End (E2E) service. Workload increases during peak season or promotions.
• Assisting customers with lost or damaged orders, shipping status, cancelling orders, address changes, issuing partial or full refunds, combining orders, processing exchanges, and answering all other general inquiries that may come in through the support channel.
• Follow each weekly Drop closely to internally report any site or checkout problems a customer may have.
• Draft and send out Delay and Notify Me emails on delayed products and respond appropriately by processing invoices or cancelling delayed items.
• Meet regularly with each department within Funko Games to ensure every team is informed of relevant issues or trends in customer feedback, so that internal changes can be made as necessary.
• Maintain and update the CS Guidebook regularly. The Guidebook is a living document used for training, education, and internal review.

• High School Diploma or equivalent
• Minimum 2 Two-year Customer facing work experience.
• Demonstrate an exceptional level of attention to detail through the accuracy of assigned tasks and ability to follow policies and procedures.
• Strong communication skills, with a focus on Soft Skills. Including the ability to listen actively, provide clarity, project positivity, speak with confidence, and always show empathy.
• Ability to resolve conflict and de-escalate issues to drive higher Customer satisfaction.
• Consistently meet strict deadlines. Attend weekly, bi-weekly, and monthly meetings with
• Ability to multitask and move fluidly between multiple programs the Mondo CS team uses to resolve support requests, including but not limited to: Re:Amaze, Shopify, PayPal, Ship Station, Outlook, Google Suite, Klaviyo, and logistics and inventory systems through our client portals.
• Intermediate level understanding of MS Office products (Excel: use of charts and graphs, basic formula creation. Word: track changes. Outlook: create address books, groups, auto-response.)

What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!

Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.