Customer Service Representative

Dallas, TX, USA|Remote, Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Exact $15.00

Work Schedule

Rotating Shifts

Flexible

Weekend Shifts

Benefits

Paid Time Off

Paid holidays

Medical insurance

Vision Insurance

Dental Insurance

401(k) retirement plan with employer match

short-term disability insurance

long-term disability insurance

Life insurance

Annual bonus incentive

Professional development and growth opportunities

Free books

Job Description

ThriftBooks is the world's largest used book retailer, devoted to putting inexpensive books into the hands of people who need them, helping reduce waste by preventing books from ending up in landfills. Founded on a small scale, ThriftBooks has grown through a workplace culture that emphasizes respect for employees, internal promotion, and safety in all decisions and planning. The company is dedicated to creating a friendly work environment that cultivates high standards of performance and rewards excellence. ThriftBooks values innovation and teamwork, blending technology with human efforts to deliver exceptional customer service in the book retail industry. Employees at ThriftBooks are not only part of a dynamic, socially responsible business but also encouraged to pursue personal and professional growth, with the company serving as a launchpad for career advancement.

The Customer Service Representative role at ThriftBooks serves as the frontline ambassador of the brand, interacting with customers through multiple support channels including phone, chat, and email. This hybrid position requires a commitment to working both remotely and at the Dallas, TX office 2-3 days per week. The role involves responding to inquiries, troubleshooting issues, providing product information, recommending services, and resolving customer complaints, all while maintaining detailed records in the CRM system. Employees will educate customers about the use of the website and books, ensuring a superior level of customer satisfaction. This full-time role requires adaptability with rotating schedules including mornings, afternoons, evenings, weekends, and holiday shifts, as the company operates a 24/7 contact center.

Candidates must reside within 45 minutes of the Bishop Arts District in Dallas, TX, and have reliable, high-speed internet with ethernet connectivity for remote work. ThriftBooks provides necessary technical equipment, supporting employees to be fully equipped for success. The organization takes pride in its equal opportunity employment policies, embracing diversity and inclusivity across all levels. Benefits include competitive pay starting at $15.00 per hour, paid time off, six paid holidays, health benefits including medical, vision, and dental coverage, a 401(k) plan with employer match, company-paid short-term and long-term disability insurance, life insurance, annual bonuses, professional development, and the unique perk of free books. Working at ThriftBooks offers a blend of meaningful work, career growth, and a collaborative, enjoyable team environment.

Job Requirements

willingness to work a rotating schedule including early morning, afternoon, evening and weekends
full-time availability
legal authorization to work in the united states
reside within 45 minutes driving distance of bishop arts district, dallas, tx (75211)
provide reliable, stable high-speed internet service with ethernet connectivity
physically able to work 8 hours a day, sitting at a computer, typing, answering emails, phone calls, and live chats
willing to authorize a pre-employment background check
ability to work in a hybrid environment combining on-site and remote work throughout the week
strong attendance record

Job Qualifications

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

Job Duties

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