Customer Service Representative
Job Title: Customer Service Representative
Company: Gamers Guild
Location: Tempe
Hours: Day Shifts, One Weekend Shift
Job Type: Full-Time
Pay Range: $18 - $21/hr DOE
About Gamers Guild
Gamers Guild is a company based on a simple idea: creating a safe, inclusive, and fun gaming space for EVERYONE, but specifically (due to it frequently not being so) minors, LGBTQ, persons of color, and women. We have a Code of Conduct in our stores that we expect everyone to follow and strongly enforce.
Gamers Guild is proud to be a Certified Neurodiverse Workplace™ (CNW) accredited by the International Board of Credentialing and Continuing Education Standards (IBCCES).
Our Vision is to constantly improve our services, offerings, and community support while achieving the growth and stability necessary to offer new locations to a wider number of people. Ultimately, we hope to see a Gamers Guild in every city in North America: all united in their love of safe & fun gaming for all!
Role Overview
Gamers Guild Customer Service Representatives support customers through digital channels by answering product questions, helping with orders, shipping and pickup details, returns/issues, and quick problem resolution with a friendly, solution-first tone. They monitor and respond to messages (email/chat/social/website), coordinate with the retail and fulfillment team to confirm inventory and timelines, keep customers updated proactively, and document issues clearly so orders and experiences stay smooth from “Add to Cart” to delivery.
Key Responsibilities
- Respond to customer inquiries via email, chat, social DMs, and/or phone in a friendly, professional tone
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Provide product info and recommendations (availability, versions/editions, accessories, compatibility)
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Assist with order placement, changes, cancellations, and address corrections
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Track orders and troubleshoot delivery issues (delays, lost/damaged packages) with carriers as needed
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Manage returns, refunds, exchanges, and replacements according to policy
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Resolve complaints quickly and fairly; escalate complex issues to managers with clear notes and context
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Coordinate with in-store/warehouse staff to confirm inventory, pull items, and meet deadlines
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Maintain accurate customer/order documentation in our order management system
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Update customers proactively on substitutions, restocks, and expected timelines
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Help keep online listings accurate by reporting errors (pricing, images, descriptions, inventory discrepancies)
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Identify recurring issues and suggest process improvements to reduce friction and boost customer satisfaction
Qualifications
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Commitment to Our Code of Conduct:
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At Gamers Guild, we prioritize creating an inclusive and respectful environment for all customers and employees. Our staff must believe in, uphold, and reflect our Code of Conduct, ensuring that our internal brand messaging remains welcoming, ethical, and aligned with our community standards. (Read more at https://gamersguildaz.com/pages/code-of-conduct)
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At Gamers Guild, we prioritize creating an inclusive and respectful environment for all customers and employees. Our staff must believe in, uphold, and reflect our Code of Conduct, ensuring that our internal brand messaging remains welcoming, ethical, and aligned with our community standards. (Read more at https://gamersguildaz.com/pages/code-of-conduct)
- Customer service skills.
- Excellent communication and organizational skills.
- Ability to work under pressure while maintaining a positive attitude.
- Strong work ethic and problem-solving skills.
- Understanding of Shopify is a plus.
Why Join Gamers Guild?
- Creative Freedom: Bring your ideas to life in a fun and passionate industry. Innovation is absolutely welcome and actively encouraged here at Gamers Guild; show us what you’ve got!
- Growth Opportunity: Be part of a growing small business where your input directly impacts our success as we rapidly expand.
- Community Focus: Work with a team dedicated to fostering a vibrant and inclusive gaming culture.
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Employee Benefits:
- Health, Dental, Vision, and Hospital Indemnity Insurance available
- Parental Leave (up to 12 weeks)
- PTO up to 20 days/year depending on tenure.
- Sick time of 5 days/year.
- Competitive pay based on experience
- Employee discounts on products - usually cost + 10%, with some exceptions and 20% discount at Forks & Boards
- Free Gamers Guild AZ membership.
- Payroll Advance - eligible after 120 days of employment, up to 5% of your annual pay. Limit goes up with tenure.
- Gym membership reimbursement, up to $15/month
How to Apply
If you’re excited about this opportunity and meet the qualifications, we’d love to hear from you! Send your resume, a cover letter, and examples of your previous work product to hr@gamersguildaz.com.
Gamers Guild is an equal opportunity employer and values diversity and neurodiversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.