Job Description

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 Experience Associate, a role where you’ll respond to inbound customer inquiries and identify up-sell opportunities. This position is 40 hours per week.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Responsibilities:

· Provide email support to Lulu.com customers while adhering to the established practices surrounding ticket handling and workflow

· Build rapport within the 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 the Quality Assurance team as necessary

· Identify and contribute to process improvement initiatives

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

· Advanced computer skills; Windows or Mac, Chrome, Firefox, Safari, MS Word

· 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

Strongly Desired:

o Online customer service experience

o Sales experience

o Familiarity with Lulu

o Knowledge of Adobe Acrobat and Calibre

o Experience with document creation, publishing, newsletters, websites, blogs, print materials

o Experience working with CRM systems

o Familiarity with printing/publishing and graphic design