Customer Service Representative

WHAT YOU'LL DO

• 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

WHAT YOU'LL BRING

• 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

LOCATION
This is a hybrid, work-from-home and in-person 2-3 days a week position located in Dallas, TX. Applicants must reside within 45 minutes driving distance of Dallas, TX (75211).
ThriftBooks supplies all technical equipment (laptop, mouse, monitor, etc) but the Candidate must be able to provide reliable, stable high-speed internet service with ethernet connectivity.
WHY YOU'LL LOVE IT HERE

• $13.50 - $15.00 per hour (based on experience)
• 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!

POSITION TYPE/EXPECTED HOURS
Full-time positions are available. Successful applicants must be willing to work to a set shift pattern, including but not limited to morning and afternoon hours. Weekend shift(s) are required for this position. This role offers a hybrid work environment, combining on-site and remote work throughout the week.
All applicants agree to ThriftBooks' Privacy Notice for Employment-Related Personal Data:
Flexible work from home options available.