What are the responsibilities and job description for the Customer Experience Representative position at Sourcebooks?
We’re looking for a Customer Experience Representative who’s passionate about people, problem-solving, and creating positive, memorable experiences. At Sourcebooks, every interaction matters—and this role is at the heart of that mission.
This is a full-time, non-exempt position at $20.00/hourly based in our Naperville, IL office with a mix of hybrid and remote work.
You’ll be a great fit if you are:
- Detail-oriented and highly organized
- Calm under pressure and quick with solutions
- Energized by fast-paced days and real human connection
What You’ll Do
- Deliver standout support: Communicate with clarity, empathy, and effectiveness across phone, email, and web platforms.
- Troubleshoot with finesse: Resolve customer issues while balancing business goals and customer satisfaction.
- Manage the details: Enter and monitor orders using various platforms; coordinate with warehouses, vendors, and shipping carriers to ensure seamless delivery.
- Know the products: Become an expert on our titles and promotional offers so you can guide customers to the best experience possible.
- Support our growth: Share customer feedback with internal teams to help us improve, innovate, and better serve our readers.
- Bring positive energy: Show up each day with a growth mindset and a solutions-first attitude.
What You Bring
- 2–3 years of customer service experience.
- Excellent verbal and written communication skills—you make people feel heard, respected, and confident in the solutions you provide.
- A calm, focused approach to solving problems and juggling multiple priorities.
- Comfort with digital platforms and tools used in order tracking and communication.
- A strong growth mindset and a love of books!
Why Join Sourcebooks?
- Join a company named #2 Most Loved Workplace by Newsweek (2024) and one of Fast Company’s Most Innovative Companies
- Work on a team that values empathy, clarity, and the impact of every customer interaction
- •Be part of a company that’s changed over 300 million lives through books—and counting
Please send us your resume, salary expectations, and a short, compelling cover letter that tells us why Sourcebooks—and why you.
Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
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Salary : $20
