06 Apr
Powell's Books - Contact Center Lead
Oregon, Portland , 97201 Portland USA

Powell's Books, the nation's top independent bookseller, is looking for a Contact Center Lead.

The Contact Center Lead is the most senior staff role in the Contact Center, which serves our online customers, retail store customers, and fellow employees. Leads in the Contact Center provide high-level customer service via email and phone as well as support and troubleshoot our customer-facing e-Commerce site and related internal tools. They also serve as leaders and mentors to Level I and II staff and provide internal support company-wide.

Successful candidates will have experience providing e-Commerce focused customer service or technical support or experience providing a high level of Powell’s customer service. Candidates with strong multi-tasking skills, high levels of detail orientation, and creative problem-solving will be best suited for this role. The primary method of customer contact for Leads is email and strong writing skills are required; experience taking calls in a contact center environment is desired but not required. Specialized projects and tasks, both short-term and ongoing, are assigned regularly and consistent time management skills and ability to see a customer issue or project through to completion is essential.

If you've worked in a contact center environment before we've got good news for you; ours is very different. We are a small staff of dedicated, customer-loving, agents working together in an upbeat and casual atmosphere. We are inbound only and our customers love books as much as we do!

Powell’s Books is known worldwide as a premier independent bookstore and an icon in the Portland community. We’re committed to fostering a culture and environment of inclusion, empowerment, and respect – a place where everyone can show up fully as themselves and do their best work every day.

Powell’s offers an extensive benefits package including:

-Generous healthcare plan (medical, vision, and dental)

-401(k) savings plan

-Education benefit

-Childcare subsidy

-Substantial employee discount that is also available to your significant other, children, parents, and siblings

-Book borrowing privileges

We’re committed to fostering a culture and environment of inclusion, empowerment, and respect – a place where everyone can show up fully as themselves and do their best work every day.

If you’re interested in applying for this position, apply through our career website: https://phg.tbe.taleo.net/phg01/ats/careers/v2/viewRequisition?org=POWELLS&cws=39&rid=1409

Please include a cover letter with a brief description of relevant skills and experience and the reason why you’re interested in the position.

Pay: $18.75 per hour, or more, depending on experience.

Schedule: Monday through Friday, 9am-5pm

The closing date for this position is Sunday, April 7th, 2024.


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