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Customer Experience Associate job in Durham at Greene Resources

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Customer Experience Associate at Greene Resources

Customer Experience Associate

Greene Resources Durham, NC Contractor
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Job Number: 44728

Customer Experience Associate

Job Description:

Our client, a small publishing company, is seeking a Customer Experience Associate. Our client 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. Employees are committed to making our communities and the world a better place by providing unrivaled customer service to one author, one idea, and one book at a time. It's part of our story. What's yours? The Customer Experience Team is responsible for responding to inbound customer inquiries. Topics include: helping customers locate their order, navigating our website and tools, helping an author get paid, and ensuring our authors print the book they wish to create.


  • Provide email and live chat support to company website customers while maintaining specific key performance metrics for the number of tickets resolved, customer satisfaction, and response time

  • Build rapport within the organization 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 chat is necessary

  • Offer assistance to colleagues in need and participate in team meetings and chat

  • Work both independently and as part of the greater team

  • Identify and report bugs to our product triage team as necessary

  • Identify and contribute to process improvement initiatives

Education Requirements:

  • Bachelor's degree

Desired Background/Skills:

  • Ability to compartmentalize customer situations and handle each with the assumption of positive intent

  • Self-motivated, independent decision-maker

  • Thrives in being flexible, optimistic, and adaptable to change

  • A willingness to mentor and teach others


  • Superior written communication skills with attention to detail and accuracy

  • At least 1 year of customer support experience with an understanding of software as a service (SaaS)

  • Familiar with use of helpdesk/ticketing systems for customer inquiries (We use FreshDesk)

Other Information:

  • 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.

Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Job Snapshot

Employee Type



Durham, NC

Job Type

Customer Service, Telecommunications


Not Specified

Date Posted

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