Job Summary

Title: Bookstore Customer Care Associate

Location: Work From Home

Job Type: F/T Employee

Openings: 12

About Us

We are a different kind of recruiting agency, catering solely to the booming telecommuting job market. According to Forbes Magazine, 1 in 5 (20%) Americans work from home. That number is only expected to grow as the years advance. Thanks to technology, it's more convenient and cheaper for companies to allow their employees to work remotely.  The Recruitment Process Outsourcing (RPO) industry is not new, but the facelift we've given it was much needed. We work with companies big and small across different areas, such as healthcare, telecommunications, retail, hospitality, and many others, to help staff open positions with truly gifted workers. Rather than focusing on applications as just another number, we provide a friendly and positive candidate experience from start to finish. Our recruiting process is tailored to the exact needs of each client to ensure the right hire, the first time! If you're looking for another boring job, this probably isn't the fit for you.

If you're looking for a position that will challenge you, promote growth, utilize your skills, and value your work ethic, you've come to the right place. Our clients share our vision, and realize what truly makes a great employee.  

The Job

Our client is a Fortune 500 company, the largest retail bookseller in the United States, and a leading retailer of content, digital media and educational products in the country. As a customer service associate for our client, you will be the primary point of contact for customers. On a daily basis you will interact with customers via email, and chat answering questions about order status, billing, returns, account troubleshooting, usage and user errors, new releases, and more. You will also make recommendations based on customer reading preferences and interests. All while maintaining a high level of customer satisfaction, you will also provide general information about product and service offerings. The best part? You get to work entirely from home!

Personality Profile

Customer centric: The key to great customer service is being able to think from the customer’s point of view.

Awesome communicator: A good recommendation is only useful if the customer understands it.

Resilient: Some customers may be difficult so you should be always calm and collected.

Versatile and Adaptive: The industry and its customers change fast. So, you should be flexible and comfortable with change.

On A Day-To-Day Basis

Handle customer inquiries regarding order status, membership, and/or marketplace order(s).

Handle each email/chat with a genuine willingness to help.

Restate customer's issue or reason for contact.

Provide empathy and reassurance statements.

Create a case in the client's database for every interaction.

Research customer accounts' to accurately identify the best solution/answer to inquiry.

Use Knowledge Base (KB) to provide customers with accurate and complete information.

Utilize team lead and senior support as a resource when necessary.

Consistently achieve key performance metrics.

Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding product offerings, and recommendations.

Resolve customer issues via first contact resolution guidelines and/or escalated process.

Maintain a balance between company policy and customer benefit in decision making.

Continuously evaluate and identify opportunities to drive process improvements that positively impact our clients and its customers.

Demonstrate the culture and support the client is well known for with positive behavior and attitude.

Performs other duties or responsibilities as assigned.

Required Skills

Minimum of at least 6 months to 1-year work experience in customer service.

Ability to establish rapport and easily collaborate with others.

Analytical with effective negotiation and problem-solving skills.

Strong written communication skills, and the ability to multi-task.

Quick decision making skills and ability to remain calm under pressure.

Interest in books/reading.

Shift

Ability to work 30-40 hours per week within the hours of 8 am and 11 pm EST Monday through Friday.

Associate's are given the freedom and flexibly to create their own schedule on a monthly basis.

Enjoy weekends and holidays off as part of our work-life balance mantra.

Hourly Pay Rate

$15.75 (tenured pay increases are given at 3, 6, and 12 months of employment assuming performance metrics are being met).

What’s in it for you?

Full benefits starting on day one.

20% employee discount card.

Fun, vibrant and dynamic environment.

You have the ability to make an impact on the experience of customers.

Significant career growth opportunities.

Employee referral bonus.

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