Publishing Support Representative

Are you a book nerd? Does the idea of helping indie authors publish their books excite you? Are you a motivated problem solver who thrives in a creative and fast-paced environment?

DIY Media Group has an immediate opening for a remote Book Publishing Specialist within our BookBaby brand. In this role, you will act as a book printing and distribution (print and eBook) subject matter expert. You will guide authors through the process of submitting graphics files for printing and/or conversion, as well as act as a liaison for customers with our graphics, manufacturing, and shipping departments while orders are in process, ensuring optimal outcomes.

If you're looking for a career where you can be excited to get up for work every morning and feel fulfilled when you head home, DIY Media Group is for you! We are helping thousands of independent authors around the world realize their publishing dreams. Our fast-growing brand selects only the best, promotes from within, and offers competitive compensation and comprehensive benefits. Candidates with remote customer service and call center experience are preferred, but all high-quality candidates are welcome.

Schedule: Monday – Friday, 9AM – 5PM (Eastern Time)

Salary

• Multiple salary bands are available, starting at $17 per hour
• Pay will be commensurate with candidate's experience

• Communicate with customers (via phone & email) regarding graphics files, order details, status checks, final product complaints, royalty information, etc.
• Provide timely, appropriate responses to suggestions/requests/complaints from customers.
• Make outbound calls to customers to follow up on aging orders with outstanding graphics concerns.
• Provide manufacturing departments with accurate production information (through configuration and detailed notes) to meet the customer’s needs.
• Develop and maintain courteous and effective working relationships with customers and team members.
• Interact with other team members regarding customer concerns during production.
• Resolve production problems w/ internal departments and/or customers
• Work closely with fellow BookBaby team members to refine and make continuous improvements to product lines, services, customer-facing assets, and overall customer experience.
• Other duties and special projects as assigned.

Educational Requirements:

• College degree or equivalent customer service/sales experience.

Pre-requisites:

• 3 years in book printing or publishing business preferred.
• Prior customer service experience and call center experience preferred.
• Working knowledge of book printing and digital eBook business and processes preferred.
• Experience with Microsoft Office Suite.

Special Skills Required:

• Must have good communication, language, and verbal skills.
• Ability to work in a fast-paced, high customer contact environment.
• Self-motivated, able to work with minimal supervision.
• Must exhibit discipline regarding daily responsibilities.
• Superior customer service.
• Superior attention to detail.
• Math skills required. Will need to make basic math calculations.
• Experience using Adobe Creative Suite preferred.
• Ability to multi-task.
• Computer literacy.
• Ability to see defects—eyesight naked, corrected, or assisted.
• Ability to match or detect differences between colors, including shades of color and brightness.
• Bilingual (Spanish) is a plus.

Physical Demands:

• Ability to work at a computer, either sitting or standing, for up to 100% of the shift
• Ability to enter data via a keyboard and use a mouse for fine manipulation

EEO Employer F/M/Vet/Disabled

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law applicant.

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