Milkweed Editions is seeking a Chat Representative to join our dynamic team. This role is essential in providing excellent customer support and engaging with our community through digital channels. As part of a nonprofit literary publisher, you will help foster meaningful connections between our readers, authors, and literary programs.

Key Responsibilities

Customer Engagement: Respond to inquiries from customers, authors, and partners through our chat interface, ensuring prompt and courteous service.
Product Knowledge: Maintain an in-depth understanding of Milkweed Editions’ publications, events, and initiatives to provide accurate information and recommendations.
Issue Resolution: Effectively address and resolve customer issues or concerns, escalating complex issues to the appropriate team members as necessary.
Feedback Collection: Gather insights and feedback from chat interactions to inform improvements in customer experience and outreach strategies.
Community Support: Promote Milkweed Editions’ initiatives, events, and social media platforms through interactions, helping to build an engaged literary community.

Qualifications

Education: Bachelor’s degree or relevant experience in customer service, communication, or a related field.
Communication Skills: Exceptional writing and verbal communication abilities; a passion for literature and the arts is highly desirable.
Technical Proficiency: Familiarity with chat platforms, CRM systems, and basic office software.
Problem-Solving Skills: Ability to think critically and resolve customer inquiries efficiently and effectively.
Team Player: Collaborative mindset with a commitment to the mission and values of Milkweed Editions.

What We Offer

Culture: A supportive and passion-driven work environment focused on fostering literature and community engagement.
Professional Development: Opportunities for growth within the organization through training and mentorship.
Benefits: Competitive salary, health benefits, and paid time off.