Customer Service Representative
About The Position
Serve as the frontline representative of the ThriftBooks brand. Engage with customers across various support channels such as phone, chat, and email. Promptly provide product information, troubleshoot issues, recommend products/services, and resolve complaints. Document customer interactions and maintain accurate records in the CRM system. Follow-up with customers to ensure their issues are resolved satisfactorily. Educate customers on the use of our website and books. Adhere to company policies and procedures for customer service. Maintain a high level of Customer Satisfaction and quality scores.
Requirements
- Customer-centric attitude
- Critical thinking and problem-solving skills
- Excellent communication skills, both written and verbal
- Active listening skills
- 2+ years of call center experience
- 2+ years of online customer service chat experience
- Ability to multi-task, set priorities and manage time effectively
- Excellent Attendance
- Experience in the use and application of the most current technologies and products used in the industry
- Physically able to work 8 hours a day, sitting at a computer, typing, answering emails, phone calls, and live chats
- Ability to share your knowledge and love for books
- Ability to set up and troubleshoot equipment, independently
- A strong ability to work between multiple screens and open computer windows to answer questions while on the phone/chat and Microsoft Teams.
- Ability to work autonomously in a goal-or-paced, self-motivated team environment
- Working knowledge of Microsoft Office, Teams, and Outlook.
- Proficient in various CRM systems
- Bring a positive and respectful attitude every day, while working independently and as a part of a team
Nice To Haves
- Ability to share your knowledge and love for books
Responsibilities
- Serve as the frontline representative of the ThriftBooks brand
- Engage with customers across various support channels such as phone, chat, and email
- Promptly provide product information, troubleshoot issues, recommend products/services, and resolve complaints
- Document customer interactions and maintain accurate records in the CRM system
- Follow-up with customers to ensure their issues are resolved satisfactorily
- Educate customers on the use of our website and books
- Adhere to company policies and procedures for customer service
- Maintain a high level of Customer Satisfaction and quality scores
Benefits
- $15.00 per hour
- Flexible scheduling
- Earn Paid Time Off at Accrual Rate of 15-days per year
- 6 Paid Holidays per calendar year
- Medical & Vision Insurance
- Dental Insurance
- 401(k) Retirement Plan with Employer Match
- Company paid STD/LTD
- Company paid Life Insurance
- Annual bonus incentive
- Professional development & growth opportunities
- Work with nice, fun people
- FREE BOOKS!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
