Customer Experience Associate
Book of the Month
What you will do…
- Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge
- Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members
- Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases
- Conduct in depth analysis and effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports
- Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results
- Conduct root cause analyses on member-reported bugs
- Propose process changes backed up by data
- 1-3 years of experience in a Customer Service agent or adjacent role required
- Excellent time management and organizational skills.
- Excellent ability to deal with challenging situations.
- Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks.
- Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy
- Curious-minded and passionate about getting to the root of issues
- Ability to effectively communicate with stakeholders outside of customer service
- Ability to conduct data analysis and synthesize information.
- Interested in commercial fiction and/or ecommerce
- Experience creating decks and memos is a plus
- Experience with Zendesk is a plus
- Previous management experience of agents is a plus.