Customer Experience Associate for a Book Club Startup -- Remote
About Library Speakers Consortium
Library Speakers Consortium (LSC) is a Maryland-based organization, just outside Washington, D.C., on a mission to cultivate lifelong learning, cultural understanding, and community connection through exceptional literary experiences. We partner with more than 1,500 library systems across the U.S., Canada, Bermuda, and New Zealand to bring bestselling and award-winning authors directly to library patrons through virtual author talks. With more than 70 live events per year and on-demand access to recordings, our members can offer world-class author programming to over 26 million cardholders at an accessible price. We take care of all the heavy lifting so our library partners get all the credit. We are a division of the Perpetual Learning family. You can learn more about us at libraryc.org.
About the Role
Do you love books, libraries, and authors? Library Speakers Consortium is seeking an exceptional Customer Experience Associate to join our passionate team. In this part-time, 100% remote role, you will be an integral part of growing our company and supporting our mission to connect library communities with the authors and ideas they love.
You will support day-to-day operations, assist our operations team, and directly impact the customer experience for our growing network of libraries. If you are looking for a role where you can make a big impact in a fast-growing startup, this is the place for you.
The position starts at $22 per hour with the opportunity to earn annual raises and bonuses.
Responsibilities Include Supporting the LSC Operations Team Through:
- Answering general customer care emails
- Schedule and run customer onboarding calls
- Assist with coordinating, scheduling, and hosting routine check-in calls with libraries
- Make regular phone calls to customer to address and maintain customer satisfaction
- Assist in the development and maintenance of an effective customer care process
- Maintaining contact lists
- Facilitate and manage customer online communities
- Supporting backend event production by filtering participant questions, changing scenes, troubleshooting issues, etc.
- Available to support evening events up to 3 times per month, during evening hours (typically after 7 pm ET)
- Setting up appointments
- Providing ongoing support during the onboarding of new consortium members
- Focus and experiment on how to improve the customer experience
- Creating visually appealing emails, guides and other resources
- Assist in building marketing and branding materials (i.e., event marketing, surveys, impact reports, social media strategies, etc.)
- Entering and maintaining library data using a centralized company database
- Remaining tech-forward in the digital workspace, and continuously explore using modern productivity tools to improve efficiency and internal processes
- Other support as needed
Qualifications:
- Are consistently available for 25 to 30 hours per week
- Bachelor's Degree
- Looking to be in a role like this for at least the next 3 years
- Tech-savvy initiative-taker with a demonstrated capacity to work on projects with minimum supervision, understand objectives, and produce top-quality deliverables
- Demonstrated ability to communicate effectively with an understanding of different approaches and best practices
- Exceptional verbal and written communication skills
- Demonstrated knowledge of business operations through previous work experience or internships
- Excellent attention to detail
- Adaptability and strong problem-solving skills
- Excellent active listening skills
- Ability to build rapport and collaborate with others within the company and externally
- Demonstrated interest and experience with customer care and support
- Ability to collect and analyze data, spot trends, evaluate and recommend tools to enhance programs
- Commitment to collective learning, program design and iterative learning
- Passion for reading many different kinds of books
- Prior experience with video and live event production preferred
- Prior experience with digital design platforms
- Prior experience working in public libraries and/or K-12 schools preferred
Do Not Apply If:
- You are not able to stretch yourself for new challenges
- You dislike hard work
- Supporting a startup isn't exciting for you
- You don’t love books and libraries
Why Work for Library Speakers Consortium
- Chance to work in a fast paced and fast growing startup where you can expect to learn quickly and be challenged daily
- Opportunity for significant responsibility supporting our Library Speakers Consortium program
- Excellent growth and advancement opportunities
- Completely virtual team so you can work from anywhere
- Paid Time Off
- Retirement savings with 4% company matching
- Flexible working hours
- Health insurance
- Free books
How to Apply:
Please apply via our Google Form application here: https://forms.gle/tNWsSsqsmtJE6xMk6
Applications will only be considered through the Google Form.
Job Type: Part-time
Pay: From $22.00 per hour
Benefits:
401(k)
401(k) matching
Health insurance
Life insurance
PTO (Paid Time Off)
Schedule:
Self-determined schedule
Supplemental pay types:
Bonus pay
Work Location:
Remote