Customer Service Representative

Thriftbooks; Dallas (TX); Hybrid; USD 17,000 - 24,000; Full time

Benefits offered by this job

Flexible scheduling

Paid Time Off

Health Insurance

Job summary

ThriftBooks in Dallas, TX, seeks a customer-focused frontline agent to join a 24/7 hybrid team. You’ll support customers via phone, chat, and email, resolve issues, and guide shoppers to products and services with a friendly, book-loving attitude.

The role requires 2+ years in call center and online service, strong communication, and the ability to multitask across screens. You’ll work a rotating schedule including weekends and receive 15-dollar hourly pay and benefits.

Qualifications

• 2+ years of call center experience.
• 2+ years of online customer service chat experience.
• Excellent communication skills, both written and verbal.
• Ability to multi-task and manage time effectively.
• Authorized to work in the United States; rotating schedule incl. weekends.

Responsibilities

• Serve as the frontline representative of the ThriftBooks brand across support channels.
• Engage with customers via phone, chat, and email; troubleshoot and resolve issues.
• Document interactions and maintain records in the CRM; follow up until resolution.
• Educate customers on the use of the website and books; recommend products and services.
• Adhere to policies and maintain high customer satisfaction and quality scores.

Skills

Call center experience

Online customer service

Communication skills

Active listening

Time management

Tools

CRM systems

Microsoft Teams

Microsoft Office

Outlook

Job description

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 DOServe as the frontline representative of the ThriftBooks brandEngage with customers across various support channels such as phone, chat, and emailPromptly provide product information, troubleshoot issues, recommend products/services, and resolve complaintsDocument customer interactions and maintain accurate records in the CRM systemFollow-up with customers to ensure their issues are resolved satisfactorilyEducate customers on the use of our website and booksAdhere to company policies and procedures for customer serviceMaintain a high level of Customer Satisfaction and quality scoresLOCATIONThis 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 the Cockrell Hill area, 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 hourFlexible schedulingEarn Paid Time Off at Accrual Rate of 15-days per year6 Paid Holidays per calendar yearMedical & Vision InsuranceDental Insurance401(k) Retirement Plan with Employer MatchCompany paid STD/LTDCompany paid Life InsuranceAnnual bonus incentiveProfessional development & growth opportunitiesWork with nice, fun peopleFREE BOOKS!POSITION TYPE/EXPECTED HOURSFull-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. #COR80WHAT YOU'LL BRINGCustomer-centric attitudeCritical thinking and problem-solving skillsExcellent communication skills, both written and verbalActive listening skills2+ years of call center experience2+ years of online customer service chat experienceAbility to multi-task, set priorities and manage time effectivelyExcellent AttendanceExperience in the use and application of the most current technologies and products used in the industryPhysically able to work 8 hours a day, sitting at a computer, typing, answering emails, phone calls, and live chatsAbility to share your knowledge and love for booksAbility to set up and troubleshoot equipment, independentlyA 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 environmentWorking knowledge of Microsoft Office, Teams, and Outlook. Proficient in various CRM systemsBring a positive and respectful attitude every day, while working independently and as a part of a team