View Our Website View All Jobs

Member Services Lead Agent

Book of the Month provides readers with a unique subscription eCommerce experience that helps them discover and buy new books they love each month. Our member services team plays the critical role of ensuring that we deliver a high-quality experience to our members each month. 

We are looking for a Member Services Lead Agent with customer service experience and an interest in learning how to deliver a great eCommerce experience. This is a predominantly customer facing role. The position requires the ability to problem solve quickly, empathize with customers, and efficiently assist agents.

About The Role:

  • Provide stellar customer service via phone and email throughout the day.
  • Answer agent questions and de-escalate difficult emails and calls to maintain superior level of customer service across all agents. 
  • Become an expert on the Book of the Month product and serve as a knowledge source for all agents and customers.
  • Assist in building and maintaining Standard Operating Procedures and Agent Guide for the team.
  • Train agents weekly or as needed on updated policies, promotional offers, and products.

About You:

  • Excellent written and verbal communication skills that can convey the correct tone for the customer.
  • Ability to multitask and prioritize under time constraints.
  • Passionate about service driven businesses and interested in building a career in a service oriented role/organization. 
  • An empathetic attitude with the ability to see all viewpoints.
  • Experience or interest in building a career in eCommerce.

Qualifications:

  • At least 2-3 years of experience in customer service, ecommerce customer service a plus.
  • Experience with and/or interest in e-commerce.
  • Experience with Zendesk and Talkdesk is a plus.
  • Experience with Braintree or other payment processing systems is a plus.
  • Live in the New York City area and can commute to the office regularly. 
Read More

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file