Customer Service Representative

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.

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

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 Bishop Arts District, 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

• $15.00 per hour
• 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 only. Successful applicants must be willing to work a rotating schedule, including early morning, afternoon, evening AND weekends. Weekend shift(s) are required for this position. This role offers a hybrid work environment, combining on-site and remote work throughout the week. We require open availability as we are a 24/7 contact center, but we make every effort to accommodate preferred schedules based on business needs.

Applicants must be legally authorized to work in the United States. ThriftBooks is unable to provide employment visa sponsorship at this time. All candidates must be willing to authorize a pre-employment background check. All applicants agree to ThriftBooks' Privacy Notice for Employment-Related Personal Data: https://www.thriftbooks.com/s/employment-privacy-notice/

ThriftBooks is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where all applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by applicable law.

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