Role Description With our company experiencing record-breaking growth, we’re looking for motivated, people-oriented individuals to join our 100% remote team. If you enjoy connecting with others and want a career that offers both purpose and flexibility, this could be the perfect fit for you! We believe success extends beyond your career — it should empower your whole life. That’s why we offer the freedom to work remotely with a flexible schedule, supported by a company culture that truly values personal and professional growth. Our guiding principle, the Platinum Rule, says it all: “Do more for others than you would have them do for you.” We live this motto every day — helping protect working-class families and supporting our team members with industry-leading resources. Qualifications - Excellent communication and relationship-building skills - Strong problem-solving abilities and confidence in thinking on your feet - A positive attitude and professional demeanor - Ability to work well independently and as part of a team Requirements - Stable, work-from-home position - Weekly pay and performance bonuses - Exciting incentives, including international travel and brand-new cars - Life insurance and health reimbursement benefits - Retirement plan options - Career growth and leadership opportunities - Training and mentorship provided — no experience required Benefits - Stable, work-from-home position - Weekly pay and performance bonuses - Exciting incentives, including international travel and brand-new cars - Life insurance and health reimbursement benefits - Retirement plan options - Career growth and leadership opportunities - Training and mentorship provided — no experience required Next Steps To be considered, please submit your resume and compensation expectations for review. In the interest of community wellness, all interviews are conducted via Zoom video conferencing.

• Provide exceptional service across multi-channels for all customer communications. • Handle cases with a high level of professionalism and customer centric mindset. • Actively manage customer service related documents for internal tracking and cross team awareness. • Maintain a high level of service awareness at all times. • Work cross-functionally with other e-commerce departments. • Support reporting manager with ad-hoc tasks and duties.

Role Description We are hiring a high-energy, sales-savvy, and tech-comfortable Customer Support & Sales Representative to serve as a frontline ambassador for our brand. This is not a basic ticket-response role. You will protect the customer experience, support revenue through upselling and retention, confidently handle phone conversations, and work heavily inside AI-powered tools to improve speed and automation. You will manage customer conversations across email, chat, SMS, social media, and phone. You will also support light PR and community engagement needs, respond to social media inquiries and comments, and help ensure our brand voice remains strong and professional across platforms. This is a performance-driven role with growth potential into sales, B2B support, or expanded customer experience leadership as the company scales. - Manage inbound tickets via Gorgias (email, chat, SMS, and social DMs) - Respond to customers within a 24-hour SLA while maintaining 95%+ CSAT - Make outbound and inbound phone calls to resolve issues, conduct surveys, and support retention - Confidently recommend add-ons, prepaid plans, and upgrades when appropriate - Convert cancellations into skips, plan adjustments, or prepaid options when possible - Manage subscriptions inside Recharge and maintain accurate Shopify accounts - Coordinate with fulfillment partners to ensure smooth order delivery - Respond to social media comments and direct messages in alignment with brand voice - Work heavily with AI tools to draft responses, improve efficiency, increase automation rates, and properly tag and categorize tickets - Follow structured SOPs and maintain clean, accurate documentation - Manage daily tasks inside a project management tool (Motion) - Track time accurately in Gusto and meet productivity expectations Qualifications - Hands-on Shopify experience - Experience with Recharge or a similar subscription platform - Experience with Gorgias or a similar helpdesk system - Experience working in an e-commerce environment - Comfortable making phone calls - Experience with upselling, retention, or revenue-support conversations - Comfortable using AI tools to enhance productivity and response quality Requirements - Are naturally outgoing and confident on the phone - Have strong written communication skills and can match the brand voice - Are comfortable recommending products and handling objections - Thrive in a structured, fast-paced environment - Are highly organized and self-managed - Embrace AI tools and technology - Take ownership of customer outcomes instead of passing issues along - Care about performance metrics and continuous improvement

Title: Customer Service Representative - Part Time Location: Pueblo, CO, United States Part Time Job Description: Pueblo City-County Library District is hiring for a part-time Customer Service Representative (CSR). This position will work 20 hours per week and will be based at the Rawlings library in the User Services department. The Customer Service Representative creates a positive, welcoming and efficient experience for library customers by proactively meeting customer needs and increasing their awareness of library resources and services. This position is critical to supporting the library districts mission to inspire learning and discovery. The Customer Service Representative reports to the department manager and works collaboratively with department team members. The CSR works directly with customers representing the library as a friendly and knowledgeable resource. This position may work with co-workers from across the organization. The CSR provides excellent customer service demonstrating the ability to communicate effectively with people regardless of age, race, sexual orientation, ability level or background. The Customer Service Representative fosters an inclusive environment for all customers by adhering to the librarys policies of supporting free and open access to information and ideas as stated in CRS 24-90-122, the Library Bill of Rights and its interpretations, and the Freedom to Read, Freedom to View, and Intellectual Freedom statements of the American Library Association. PRIMARY DUTIES AND RESPONSIBILITIES - Engages in facilitated customer service to provide assistance at the point of need; roves to greet customers, offers assistance with locating materials, provides reference information and advises readers. - Proactively provides information to customers to promote circulation and program attendance. - Explains library policies and procedures to customers. - Demonstrates excellent communication skills including active listening skills and the ability to resolve basic customer issues. De-escalates tense situations by using standard methods to influence customer behavior. - Instructs customers on use of librarys computers, digital devices and e-resources including databases. - Stays current on use of new technologies and library resources. - May support team members by performing a number of tasks such as assisting with library program preparation. - Maintains statistics and creates reports as needed. - Supports team efforts to maintain a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures. - Participates in regularly scheduled department meetings. Attends All Staff Development Days and other training sessions to acquire new skills and to stay current on all information that is pertinent to PCCLD. - Reads daily organizational communications from intranet, e-mail, newsletters and print announcements. - Stays current on all library services, programs and events throughout the district. Regularly accesses electronic time keeping, payroll and personnel employee access systems. Job Duty Variables Dependent on Department/Branch - May regularly be assigned to work at library locations throughout the library district. - May regularly be assigned to work in the call center where the Customer Service Representative will receive in-coming calls for the District and provide customer assistance. OTHER DUTIES AND RESPONSIBILITIES - May be cross trained for other duties, backing up other positions as needed. - May serve on library committees as a department representative. - Performs other duties as needed. QUALIFICATIONS Education and Experience: High School diploma or GED and one-year of related work experience is required. Two years of college, Associates degree or certification in library science is preferred. Library work experience preferred. Skills and Abilities: - Requires basic computer skills for use of email, internet, electronic timekeeping, on-line work order system, and employee access database. - Basic math and English language skills, both written and verbal, are required. - Related experience involving accurate alphabetical, numerical, and subject filing is preferred. - Experience using library ILS software, databases and e-services with the ability to instruct customers on their use. - Excellent proactive customer service skills with the ability to present a positive image of the library in attitude, communication style and appearance. - Accurate alphabetical, numerical, and subject filing. Basic mathematical skills including accurate handling of money. - Problem solving skills with the ability to listen, address basic customer concerns and assist customers in resolving issues. - Ability to interact effectively with diverse populations including people of all ages, backgrounds, races, and special needs populations. - Requires the ability to actively participate and contribute as a team member as well as work independently, follow instructions and use good judgment. - Ability to function under flexible and changing conditions. Physical Requirements: Must have the ability to do repetitive work including hours of standing, bending, kneeling, shelving, lifting, pushing and pulling. Must be able to lift objects weighing up to 50 pounds and push /pull a fully loaded book cart weighing up to 200 pounds. Other Requirements: Must be able to work a flexible schedule including days, evenings and weekends. Must submit to and successfully pass a criminal background investigation. Wage: $15.53 per hour Benefits: For regular part-time employees, PCCLD offers a discount dental plan and a tele-health plan. PCCLD is a PERA employer and offers PERA retirement plans and 401(k) and ROTH retirement plans. The library district also provides paid leave in the form of 10 holidays, vacation, sick, and personal paid time off. As an Equal Opportunity Employer, Pueblo City-County Library District does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation including gender orientation, genetic information, military status, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors. The library district reserves the right to hire more than one person per advertised vacancy.