Customer Service Representative

ThriftBooks•Dallas, TX

21d•$15•Hybrid

About The Position

ThriftBooks is the world's largest used book retailer! We believe in a workplace where respect for our employees matters, where promoting from within is how we grow, and where safety comes first in all our decisions and planning. At ThriftBooks, your work will help get inexpensive books into the hands of people who need them instead of going into landfill. We strive to create a friendly work environment with high standards of performance and rewards for excellence. We started out small and remember that encouraging people to do their best is how we expanded to our current scale. If you want to learn about the intersection of technology, innovation, and good old-fashioned teamwork, we might be a good fit for you. Wherever you start in the company, our hope is that is a launching point to higher achievement. At ThriftBooks, your success is up to you.

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

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