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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $53,000.00 - $55,000.00
Work Schedule
Weekend Shifts
Fixed Shifts
Benefits
competitive compensation
Paid Time Off
Paid holidays
Medical insurance
Vision Insurance
Dental Insurance
short-term disability insurance
long-term disability insurance
Life insurance
Annual bonus
401k Match
Professional Development
Flexible work from home options
Free books
Work with nice people
Job Description
ThriftBooks is the world’s largest used book retailer, dedicated to providing affordable books to readers everywhere while promoting sustainability by keeping books out of landfills. The company values a respectful workplace where employees are encouraged to grow through internal promotions, safety is prioritized, and excellence is rewarded. ThriftBooks began as a small operation but has grown significantly by fostering a culture that encourages people to do their best work. This steady growth is driven by a combination of innovation, the integration of technology, and a strong team-oriented approach. The company is committed to creating a friendly work environment, which balances... Show More
Job Requirements
- Bachelor’s degree in business administration, management, or a related field preferred
- 6+ years of customer service management experience
- prior workforce planning and scheduling experience a plus
- demonstrated customer focus and diplomacy
- strong leadership and communication skills
- experience with customer service software and CRM systems
- proficiency with Microsoft Suite and teleconferencing applications
- willingness to work set shifts including weekends
- legally authorized to work in the United States
- able to pass pre-employment background check
- located within driving distance of Dallas, TX
Job Qualifications
- Bachelor’s degree in business administration, management, or a related field preferred
- 6+ years of experience in customer service management including developing and implementing strategies and leading teams
- prior workforce planning and scheduling experience a plus
- demonstrated customer/client focus with courtesy, confidence, tact, patience, and diplomacy in handling complex problems
- strong leadership skills to motivate, coach, and develop team members
- outstanding communication and interpersonal skills
- experience with customer service software, CRM systems, Microsoft Suite, teleconferencing applications, and internal messaging systems
- excellent analytical and problem-solving abilities using data to inform decisions
- ability to take end-to-end ownership and communicate clearly in writing and verbally
Job Duties
- Develop and implement customer service strategies aligned with company objectives
- oversee customer interactions across multiple channels for consistency and quality
- define and monitor KPIs for evaluating service effectiveness
- lead talent acquisition, training, and development efforts
- gather and analyze feedback to drive continuous improvement
- coordinate optimal staffing levels across all support channels
- manage escalated customer issues and oversee fraud prevention strategies
- collaborate to enhance customer service systems and technologies
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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