Job Description
Job Description
Description : Job Summary :
The Brand Protection Representative at Til Valhalla Project plays a critical role in preserving the integrity of our brand and protecting our customers from counterfeit products and scams. Reporting through the Customer Service department, this position involves identifying and resolving counterfeit activity, engaging directly with customers and platforms, and ensuring the proper use of brand protection tools. The ideal candidate is passionate about upholding TVP’s mission, thrives in a fast-paced environment, and is committed to delivering exceptional customer experiences.
Key Responsibilities : Monitoring and Reporting :
- Social Media Oversight : Identify and report fraudulent ads, pages, and posts across all social media platforms. Work closely with platform representatives to ensure prompt takedown of counterfeit content.
- Scam Tracking : Receive, log, and track scam reports from internal and external sources, maintaining detailed records for resolution and analysis.
- Platform Enforcement : Use tools like Redpoints to locate counterfeit TVP merchandise and submit legal takedown notices to platforms such as Shopify and Amazon.
- Weekly Reporting : Prepare and deliver a detailed weekly report comparing active and inactive scams, identifying trends, and suggesting mitigation strategies.
Customer Engagement :
Respond promptly and professionally to customer inquiries about counterfeit activity or suspected scams.Provide clear, empathetic communication to guide customers through TVP’s return and exchange processes when issues arise.Partner with Customer Service Representatives to address scam-related feedback from customers and deliver resolution-focused responses.Brand Protection Tools & Systems :
Ensure optimal operation and configuration of all brand protection tools, including Redpoints, and stay current with system updates and best practices.Collaborate with software providers and internal teams to troubleshoot issues, maximize tool effectiveness, and refine brand protection strategies.Collaboration & Communication :
Act as a liaison between TVP and platform representatives, ensuring timely resolutions for reported counterfeit or fraudulent activity.Work cross-functionally with departments such as marketing, legal, and operations to align brand protection initiatives and support TVP’s overall mission.Compliance & Documentation :
Maintain thorough documentation of all counterfeit-related activities, including actions taken, correspondence, and results.Adhere to platform-specific reporting requirements and legal standards for takedown requests and counterfeit mitigation.Additional Responsibilities :
Assist other departments during downtime or as required.Cross-train in other areas of the company to enhance operational understanding and versatility.Requirements : What You Need to Succeed : Qualifications :
High School Diploma or equivalent required.3 years of Customer Service experience in a call center, office environment, or high-volume written communication role; OR 2 years in an administrative or data-entry role.Exceptional verbal and written communication skills with active listening and customer engagement abilities.Proficiency in computer systems, CRM software, and data management.Strong analytical skills to identify patterns in counterfeit activity and scams.Proven ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.High level of confidentiality and discretion in handling sensitive information.Typing speed of 45 WPM with 98% accuracy.Multilingual skills are a plus but not required.May consider remote for ideal candidates with documented experience.Required Skills :
Positive, empathetic, and professional attitude toward customers and team members.Creative problem-solving and critical-thinking abilities to address complex issues.Ability to remain calm and professional in high-pressure situations.Strong work ethic, punctuality, and dependability.Physical Requirements :
Prolonged periods working at a desk and on a computer.Occasionally lift and move objects weighing up to 15 lbs, with occasional items over 20 lbs.What We Offer :
Health & Wellness : Medical Insurance, Company-Paid Group Life Insurance, and Short-term Disability.Financial Benefits : Employee discount, paid personal time, vacation, and holidays.Retirement : 401(k).Work Environment : Casual dress code, collaborative team culture, and opportunities for growth and development.
