• Customer Voice Associate (temp)

    Location US-NC-Morrisville
  • Overview

    Lulu pioneered the sharing economy by providing free publishing tools so that everyone, everywhere, can share their knowledge and tell their story. Using cutting edge technology, we produce high quality eBooks and print-on-demand products via sustainable sourcing and environmentally conscious manufacturing practices. Our employees are committed to making our communities and the world a better place by providing unrivaled customer service to one author, one idea, one book at a time. It's part of our story. What's yours? 

     

    We’re currently recruiting for the position of Customer Voice Associate (temporary), a role where you respond to customer queries. This position is 40 hours per week from October 14th through the end of January/early February 2020.

    Responsibilities

    • Provide email, phone and live chat support to Lulu.com customers, while adhering to the established practices surrounding ticket handling and workflow to the English speaking markets
    • Expected volume is 70+ calls per week and 100+ tickets per week
    • Build rapport within company to leverage various individuals and departments as resources for ticket resolution
    • Provide detailed notes to peers and/or manager when escalation of a customer ticket or call is necessary
    • Identify and report bugs to QA team as necessary
    • Identify and contribute to process improvement initiatives
    • Potential overtime opportunities

    Qualifications

    • Superior verbal and written communications
    • At least 1 year of customer support experience with an understanding of software and technology
    • Customer empathy, negotiation skills, ability to see customer point of view while respecting Lulu’s interests
    • Familiarity with: MS Office Suite, specifically MS Word
    • Advanced computer skills; Windows or Mac
    • Ability to multi-task and handle multiple customer situations simultaneously
    • Self-motivated, attentive to detail
    • Must handle pressure and deadlines gracefully
    • Must be flexible and adaptable to rapid, frequent change
    • Independent decision making, sometimes with limited information
    • Ability to mentor and teach others

     

    • Bonus points:
      • Online customer service experience
      • Familiarity with Lulu
      • Knowledge of Adobe Acrobat
      • Experience with document creation, publishing, newsletters, websites, blogs, print materials
      • Experience working with CRM systems such as Salesforce
      • Familiarity with printing/publishing and graphic design
      • Fluent in French, Italian, German or Spanish (written and oral at a native speaker level)

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