Customer Experience Representative
We’re looking for a Customer Experience Representative who’s passionate about people, problem-solving, and creating positive, memorable experiences. At Sourcebooks, every interaction matters—and this role is at the heart of that mission.
This is a full-time, non-exempt position at $20.16 - $20.60/hourly. This role is based at our Naperville, IL office with onsite work required a few days a week. We determine starting pay based on a thorough evaluation of job-related factors, including geographic location, market conditions, relevant experience, training, and education. This process ensures a fair and competitive salary that aligns with both the company and the candidate’s qualifications.
If you love connecting with people, solving problems, and celebrating stories that change lives, this role is for you.
What You'll Do:
- Deliver exceptional support: Communicate with clarity, empathy, and professionalism across phone, email, and web platforms.
- Solve creatively: Troubleshoot customer issues and find balanced solutions that delight customers and meet business goals.
- Own the details: Manage orders and inquiries using multiple platforms; collaborate with warehouses, vendors, and shipping partners to ensure smooth delivery.
- Be the expert: Learn our books, titles, and promotions so you can guide customers to the perfect experience.
- Help us grow: Share customer insights and feedback to help improve our products and processes.
- Bring the energy: Show up each day with positivity, curiosity, and a growth mindset.
- 2–3 years of customer service experience.
- Excellent written and verbal communication skills—you make people feel heard, respected, and confident.
- A calm, solutions-focused approach to challenges and multitasking.
- Comfort with digital tools and order management platforms.
- A team-first attitude and, of course, a genuine love of books!
At Sourcebooks, books change lives is more than just our mission. It’s the reason we do what we do every day. Just ask the 500 million+ readers we've reached so far. We put authors at the heart of everything we do, blending creativity with deep insights and data to break new ground. Our innovative approach has earned us recognition as Newsweek’s #2 Most Loved Workplace, a Best Workplace by Inc., and an innovation leader by Fast Company twice. Publishers Weekly named us “by far the most successful self-made publisher operating in the 21st century,” and in 2025 we received the Book Industry Study Group’s highest honor for “redefining what it means to be a book publisher in the 21st century.”
Ready To Apply:
Please submit your resume, and a cover letter detailing your experience and why you want to work at Sourcebooks. Applications without a cover letter will not be considered.
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care, Dependent Care, Flexible Spending Account, Health Savings Account 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, & generous paid time off.Sourcebooks values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
