The CSR position will provide superior customer support to customers. We are seeking bright, articulate, detail-oriented applicants with a desire to help us resolve customer issues and be brand ambassadors. This vital position requires an action-oriented, flexible problem-solver who will assist customers with their inquiries.  CSRs will communicate with customers primarily via phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast paced environment.

Location of Work:

This position will require all team members to work on site. Our site is ran in accordance with health and safety recommendations from local government and our organization. The contact center is located in Las Vegas, NV. All team members must be able to commute to and from site for all scheduled shifts which also includes during training.

Specific Responsibilities May Include:

• Reply to inbound customer inquiries in a call center environment

• Process orders, address billing questions, and resolve basic technical issues

• Confidently make product and service recommendations tailored to customers’ needs/wants

• Use all available resources (search engines, websites and internal resources) to research customer requests with the goal of delivering meaningful and valuable solutions

• Build professional relationships and rapport with customers  in order to deliver personalized customer experiences

• Maintain acceptable performance standards including effectiveness, efficiency and quality

• Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays)

• Have ability and willingness to tend to any other tasks as assigned

Required Experience, Skills & Competencies:

• Must have stable job history

• Strong customer service orientation with an upbeat, people-minded personality and a willingness to go above and beyond for every customer

• Voracious passion for books/audiobooks and/or an innate desire to learn more about the product in order to better assist customers; our agents should be able to discuss audiobooks and build relationships with customers by conveying excitement about the product

• Ability to explain complex tasks to others in a simplified, teachable way

• Excellent active listening skills

• Capable of communicating in a fluid, back-and-forth manner that engages customers

• Understanding the customer’s issue without making assumptions, probing if something is unclear

• Emotional Intelligence

• Impeccable relationship building and service attitudes no matter the situation

• Able to identify customer’s tone and mood and adjust conversation to meet and engage the customer

• Pick up on the littlest of details/cues during customer interactions in order to drive the conversation

• Empathetic and sympathetic

• Mentality for forward resolution

• Strong critical thinking skills having the ability to anticipate customers’ needs

• We not only want to solve all immediate customer issues, but do the best we can to bubble up and solve issues in the future for all customers and agents

• Good judgement

• The best customer service happens, when employees are free to deliver it through their own best judgement

• Ability to take ownership of resolution during calls and show confidence in decision-making; self-sufficient

• Humanized written communication skills: able to write clearly, personalized, and in a manner that appeals to the customer’s tone; developing a rapport with the customer. When applicable, we directly connect our written communication to our customer conversations

• Ability and willingness to collaborate in the workplace and contribute to a diverse team

• Successful completion of nationwide background check

• Availability to work any shift within our 24/7 hours of operation