Legal Office Associate - Entry Level

Book of the Month; Pennsylvania; A distancia; USD 67.000 - 75.000; Jornada completa

Descripción de la vacante

Book of the Month is seeking a Customer Experience Associate to support a team of high-performing customer service agents focused on delivering exceptional service to our members. This role blends frontline execution with operational problem-solving.

You will assist agents with inquiries, handle sensitive escalations, and help ensure our service reflects the company's commitment to connecting readers with top new books.

Formación

• 1–3 years in a Customer Service role.
• Strong time management and organization.
• Excellent written and verbal communication.
• Ability to analyze data and identify root causes.
• Decks and memos creation is a plus.
• Zendesk experience is a plus.
• Experience managing agents is a plus.

Responsabilidades

• Manage day-to-day lead tasks for 10–12 agents, including approvals and queue management.
• Escalate member issues and determine which concerns reach BOTM team members.
• Support the Customer Service Manager by updating the agent knowledge base.
• Prepare daily, weekly, and monthly reports to communicate key insights to stakeholders.
• Oversee dispute resolution by maintaining SOPs and reporting results.
• Conduct root-cause analyses on member-reported bugs.
• Propose process changes backed by data.

Conocimientos

Customer service

Time management

Organizational skills

Written communication

Data analysis

Root cause analysis

Stakeholder communication

Multitasking

Ecommerce

Zendesk

Herramientas

Zendesk

Descripción del empleo

Book of the Month is seeking a Customer Experience Associate to help manage our team of high performing customer service agents whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, be trained on handling sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month's commitment to connecting readers with the best new books. We are open to both remote and in person candidates for this opportunity. Remote candidates must reside in NY, PA, FL, or TX to be considered.

What you will do…

• Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge.
• Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members.
• Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases.
• Conduct in depth analysis and effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports.
• Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results.
• Conduct root cause analyses on member-reported bugs.
• Propose process changes backed up by data.

About you…

• ~1-3 years of experience in a Customer Service agent or adjacent role required.
• ~ Excellent time management and organizational skills.
• ~ Excellent ability to deal with challenging situations.
• ~ Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks.
• ~ Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy.
• ~ Curious-minded and passionate about getting to the root of issues.
• ~ Ability to effectively communicate with stakeholders outside of customer service.
• ~ Ability to conduct data analysis and synthesize information.
• ~ Interested in commercial fiction and/or ecommerce.
• ~ Experience creating decks and memos is a plus.
• ~ Experience with Zendesk is a plus.
• ~ Previous management experience of agents is a plus.

Salary Range: $67,000 - $75,000