Associate Manager, Customer Service

Who We Are

2K is headquartered in Novato, California and is a wholly owned label of Take-Two Interactive Software, Inc. (NASDAQ: TTWO). Founded in 2005, 2K Games is a global video game company, publishing titles developed by some of the most influential game development studios in the world. Our studios responsible for developing 2K’s portfolio of extraordinary games across multiple platforms, include Visual Concepts, Firaxis, Hangar 13, CatDaddy, Cloud Chamber, 31st Union, and HB Studios. Our portfolio of titles is expanding due to our global strategic plan, building and acquiring exciting studios whose content continues to inspire all of us! 2K publishes titles in today’s most popular gaming genres, including sports, shooters, action, role-playing, strategy, casual, and family entertainment.

Our team of engineers, marketers, artists, writers, data scientists, producers, problem solvers and doers, are the professional publishing stewards of our growing library of critically-acclaimed franchises such as NBA 2K, 2K PGA, Battleborn, BioShock, Borderlands, The Quarry, The Darkness, Mafia, Sid Meier’s Civilization, Marvel’s Midnight Suns, WWE 2K, and XCOM.

At 2K, we pride ourselves on creating an inclusive work environment, which means encouraging our teams to Come as You Are and do your best work! We encourage ALL applicants to explore our global positions, even if they don’t meet every requirement for the role.  If you're interested in the job and think you have the determination to work at 2K, we encourage you to apply!

Location: Las Vegas, NV (Onsite) 

SUMMARY:  Our Customer Service Associate Manager is responsible for overseeing the day-to-day operations of the customer service team. You provide Guidance and direct workflows for the team of supervisors, tier 1 and tier 2 staff and ensure the overall performance targets for the department are met. Reports to the Customer Service Manager.

JOB RESPONSIBILITIES:

• Monitor individual KPI’s and drive performance of customer service staff.
• Supports staff results by communicating job expectations, delivering regular 1-1’s and career development.
• Develop and coordinate policies and processes for the customer service team.
• Accomplish organization goals by performing the strategies from senior leadership.
• Provide leadership to the customer service team, setting goals and motivating staff.
• Work with senior leadership to develop strategies to drive efficiency, customer & employee satisfaction.
• Have deep knowledge of 2K products and services.
• In-depth knowledge of troubleshooting PCs, Sony, and Microsoft consoles.
• Have a deep understanding of Zendesk and other customer service and performance management tools.
• Interact optimally with customers, internal developers, and managers.
• Advance issues as needed.
• Provide mentorship, training, and overall guidance to Customer Service Supervisors
• Issue corrective and disciplinary action when needed.
• Work with Senior management on customer service initiatives.

KNOWLEDGE AND SKILLS:

• Exceptional communication and writing skills.
• Intermediate to advanced knowledge of MS Office Suite and Google apps.
• High productivity with few errors.
• Excellent time management and organizational skills, while being adaptive and responsive to change.
• Proven and demonstrated leadership skills.
• Ability to work well in a team environment, while motivating associates with integrity and ethics.
• Demonstrates understanding and lives by the departments’ core values with adherence to Company policies.
• Consistently provides a positive role-model to associates, in terms of work performance, attitude and   attendance.

QUALIFICATIONS: 

Education and Experience: 

• High School diploma or equivalent.
• Minimum age of 18 years and above.
• 5+ years of customer service/support experience.
• Understanding and ability to implement effective customer service standards.
• Reliable and can be counted on to work all scheduled shifts.
• Capable of working any mandatory overtime, which can occur during the work week, weekends, and occasional holidays.
• Must be able to communicate effectively in English, in both written and oral forms.

PREFERRED SKILLS:

• Bachelor’s Degree in a related field or considerable experience in customer service with emphasis in gaming.
• Substantial previous customer support experience in an online environment.
• Advanced trouble shooting/problem solving ability.
• Continuous pattern