Booksource Customer Care Specialist

Mackin Book Company • Hazelwood, MO

6d • Hybrid

About The Position

The Customer Care Specialist provides internal and external customer service through accurate order processing, customer data management, live chat and help desk support, and timely responses to phone and email inquiries. The role builds customer relationships by offering thoughtful, proactive solutions and personalized service that exceeds expectations.

The specialist processes education orders and monitors them through completion, maintains accurate customer records, follows up to assess customer satisfaction and address needs, and collaborates with internal departments to resolve issues and improve the customer experience. The role also involves cross-training and providing departmental support as needed, while adapting to seasonal fluctuations in order volume.

This is a full-time, Monday–Friday hybrid role, with three days onsite and two days hybrid. Compensation is negotiable based on education, relevant experience, and qualifications. Applicants should apply through Mackin’s employment section by completing a questionnaire and attaching a resume and cover letter. Booksource is an Equal Opportunity Employer.

Requirements

• Strong verbal and written communication skills and basic math skills.
• A proactive, solution-oriented approach to customer service.
• Excellent attention to detail, urgency, and follow-through.
• Strong organizational and time management skills, including the ability to manage multiple priorities and meet deadlines.
• Ability to work independently and collaboratively while remaining calm, focused, and professional in challenging situations.
• Proficiency in Microsoft Office, Teams, Salesforce CRM, and web-based tools, and ability to quickly learn the company’s ERP system and other business applications.
• At least one year of customer service experience.

Nice To Haves

• High school diploma or GED preferred.
• Experience in the education industry is a plus.

Responsibilities

• Accurately process education orders and monitor them through completion, adapting to seasonal fluctuations in order volume.
• Respond promptly and thoroughly to customer inquiries, anticipate needs, and provide personalized, proactive service.
• Maintain accurate customer records and proactively follow up to assess satisfaction, address concerns, and identify needs.
• Collaborate with internal departments to resolve issues and improve the overall customer experience.
• Develop cross-functional knowledge through cross-training and provide departmental support as needed.
• Provide support through live chat, help desk, phone, and email.

Benefits

• 401(k) retirement plan with employer match.
• Health insurance plan options, including HSA plans.
• Limited FSA plan.
• Dependent Care Flexible Spending Accounts (DCARE).
• Employer-paid life insurance and voluntary life insurance options.
• Long-term disability and short-term disability plans.
• Paid holidays: New Year's Eve, New Year's Day, MLK Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and two floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed