Join the Team That Supports Local Bookstores!
Bookshop.org’s is on a mission to help independent bookstores thrive in the digital age. They’re looking for a Customer Service Representative to ensure customers have an amazing experience on their platform. If you’re passionate about books, customer service, and supporting local businesses, this could be the perfect role for you!
Quick Snapshot
Employment Type: Full-time
Salary: $53,400 – $55,000 per year
Job Location: Remote
Work Schedule: Weekend work required
Language Required: English
Full job description
About Bookshop.org
Bookshop.org’s mission is to help local, independent bookstores thrive in the age of e-commerce. We work to connect readers with independent booksellers all over the world. We believe local bookstores are essential community hubs that foster culture, curiosity, and a love of reading, and we’re committed to helping them survive and thrive. Our platform gives independent bookstores tools to compete online and financial support to help them maintain their presence in local communities. Bookshop.org is a public benefit corporation and B Corp, which means our profits are inextricably linked to achieving our mission. We hold ourselves accountable every day to the values of integrity, transparency, inclusion, innovation, teamwork, and excellence.
The Customer Service Representative contributes to this mission by ensuring our customers have the best possible experience shopping at Bookshop.org and want to return to our platform to support their local, independent bookstores, and by helping to streamline, organize, and support customer service and operations processes.
Areas of Responsibility
- Serve customers by providing product and service information and resolving product and service issues
- Maintain and update customer accounts by recording account information
- Resolve product or service problems by clarifying customer complaints, determining the cause of issues, selecting and explaining the best solutions to problems, expediting correction or adjustment, and following up to ensure resolution
- Determine need for, recommend, and/or process refunds, resends, and other transactions and adjustments
- Log issues, complaints, bugs, and suggestions for improvements to the Bookshop.org platform
- Maintain a high level of productivity to meet daily/weekly/monthly goals
- Contribute to a team effort to provide industry-leading customer support
Requirements
- Exceptional customer service, organizational, and communication skills
- Familiarity with office systems including Google Drive and online customer support interfaces; experience with Freshdesk, iPage, Notion, and/or Slack a plus
- Relevant previous experience, especially in the bookselling, e-commerce, and/or customer support industry, required
- Strong motivation and time management skills
- Flexible availability, including weekend hours, is a must
Work Hours and Benefits
This is a full-time, non-exempt position, reporting to the Customer Service Manager. Weekend work is required. Benefits include medical, dental, vision, 401K with company contribution, paid vacation and sick time, and company holidays. The starting wage for this position is $53,400-55,000 per year depending on experience. At this time, Bookshop.org is 100% remote.
Our Company Culture
Bookshop.org prides itself on its positive team culture and we put time and effort into making Bookshop.org an encouraging, energizing, and exciting place to work. We have a flexible and remote working environment, an incredible, mission-driven team, and a worker-friendly culture.
Bookshop.org is committed to fostering, cultivating, and preserving a culture of diversity, inclusion, and equal opportunity. We are engaged in the ongoing development of a work environment built on these principles—one that enforces respectful communication, encourages teamwork and participation, and supports employee’s varying needs through policies supporting work/life balance, accommodations, and flexibility. We know that our business benefits immensely from its diverse team, and that our individual differences, life experiences, knowledge, and talents make our company stronger and better. In recruiting, we prioritize and welcome the contributions of a diverse staff.
Being an equal opportunity employer means that Bookshop.org provides the same opportunities for hire, advancement, training, and benefits to everyone, without discrimination due to protected characteristics such as age, race, color, sex, gender, sexual orientation, ethnicity, nation of origin, religion, disability, genetic information including medical history, or other protected status.
How to Apply
To apply, submit your resume and cover letter to jobs@bookshop.org