Customer Experience Associate
Boost your chances before you apply.
Book of the Month
New York, NY, US
Summary
The Customer Experience Associate manages a team of 10-12 agents, handling escalations, approving exceptions, and overseeing queue assignments. They also conduct data analysis, maintain the agent knowledge base, and identify process improvements to enhance member service.
Job Description
Book of the Month is seeking a Customer Experience Associate to help manage our team of high performing customer service agents whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, be trained on handling sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books. We are open to both remote and in person candidates for this opportunity. Remote candidates must reside in NY, PA, FL, or TX to be considered.
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.
About you…
- 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.
Salary Range: $67,000 - $75,000
Our mission is to bring the best new fiction forward. Celebrating and championing emerging authors and the distinctively fresh work they are uniquely capable of writing. Providing our readers with books they might not have found elsewhere. Since our founding in 1926, we’ve chosen many unknown books that later became iconic works of American fiction.
Want to join the club? We’re always looking to hire new teammates, so check out our job posting.
Founded
1926
Company size
51-200 employees
Industry
Online and Mail Order Retail
Org type
Privately Held
Headquarters
New York, New York
Our mission is to bring the best new fiction forward. Celebrating and championing emerging authors and the distinctively fresh work they are uniquely capable of writing. Providing our readers with books they might not have found elsewhere. Since our founding in 1926, we’ve chosen many unknown books that later became iconic works of American fiction.
Want to join the club? We’re always looking to hire new teammates, so check out our job posting.
Founded
1926
Company size
51-200 employees
Industry
Online and Mail Order Retail
Org type
Privately Held
Headquarters
New York, New York
