Customer Service
Handle client support for a medium-sized book publisher.
Wheatmark is a 21-year old company with hundreds of authors and thousands of published titles. We focus on excellent customer service, which is why we have so many repeat authors and great client referrals. We�re a small but dedicated and versatile team, and we get to work with writers who have interesting stories to tell. Apply now and tell us YOUR interesting story about why you�d be a great fit.
Work is a mix of from-home and in-office. We currently convene at our offices in Tucson once a week and as needed for in-person client meetings, but we work from home the rest of the time. We offer outstanding work/life balance for the right self-motivated person.
Benefits include medical, dental, and vision insurance and paid time off for all full-time employees. Salary is $43,300 per year.
Responsibilities:
Customer service & support:
Handle daily customer service activities
Respond professionally and cheerfully to diverse client phone calls and emails
Advise authors about book marketing, advertising, and promotion
Account management:
Oversee production and distribution of quarterly royalty statements and payments
Manage annual subscription billings
Record transactions in QuickBooks accounting software and Keap CRM
Update client records as needed
Collect sales data from book distributors
Amazon ad campaigns:
Set up, manage, and report on Amazon advertising campaigns for authors� books
Client website support:
Make minor content updates to author websites in WordPress at a web hosting service
Oversee annual domain registrations at GoDaddy
Outsource major site updates to our website contractor
Miscellaneous duties:
Assist with monthly webinars
Assist with social media as needed
Contribute to continuous improvement of company operations
Document and update processes as they evolve
Participate in annual Tucson Festival of Books
Occasionally assist with book orders and sales support
Perform other duties as assigned
Required skills:
Excellent oral and written communication skills
Strong customer service mindset
Knowledge of or interest in the publishing industry
Genuine helpfulness, friendliness, and diplomacy in responding to client inquiries
Ability to work independently AND collaboratively
Problem-solving, analytical, and investigative skills to track down solutions to complex support requests
Ability to do collections (contacting clients for overdue payments)
Desire to learn and dedication to helping authors succeed
Generally available Monday through Friday, 9 a.m. to 5 p.m. Mountain Standard Time with some flexibility in your work schedule
Desired technical skills:
Experience in using the following tools (or similar applications) is helpful. We will train a stellar candidate who demonstrates aptitude in these areas.
Excellent computer and Internet skills:
Keap (Infusionsoft) customer relationship management software
QuickBooks accounting software
Asana project management software
Microsoft Office
Google Workspace (formerly G Suite)
Dropbox
Adobe Acrobat, Adobe InDesign
WordPress (bonus points for expertise in the Divi or Avada themes)
QuickBase database
Education & experience:
College degree and 2+ years experience preferred but will consider all candidates who have solid professional experience, especially in publishing, business management, or entrepreneurship.
Handle client support for a medium-sized book publisher.
Wheatmark is a 21-year old company with hundreds of authors and thousands of published titles. We focus on excellent customer service, which is why we have so many repeat authors and great client referrals. We�re a small but dedicated and versatile team, and we get to work with writers who have interesting stories to tell. Apply now and tell us YOUR interesting story about why you�d be a great fit.
Work is a mix of from-home and in-office. We currently convene at our offices in Tucson once a week and as needed for in-person client meetings, but we work from home the rest of the time. We offer outstanding work/life balance for the right self-motivated person.
Benefits include medical, dental, and vision insurance and paid time off for all full-time employees. Salary is $43,300 per year.
Responsibilities:
Customer service & support:
Handle daily customer service activities
Respond professionally and cheerfully to diverse client phone calls and emails
Advise authors about book marketing, advertising, and promotion
Account management:
Oversee production and distribution of quarterly royalty statements and payments
Manage annual subscription billings
Record transactions in QuickBooks accounting software and Keap CRM
Update client records as needed
Collect sales data from book distributors
Amazon ad campaigns:
Set up, manage, and report on Amazon advertising campaigns for authors� books
Client website support:
Make minor content updates to author websites in WordPress at a web hosting service
Oversee annual domain registrations at GoDaddy
Outsource major site updates to our website contractor
Miscellaneous duties:
Assist with monthly webinars
Assist with social media as needed
Contribute to continuous improvement of company operations
Document and update processes as they evolve
Participate in annual Tucson Festival of Books
Occasionally assist with book orders and sales support
Perform other duties as assigned
Required skills:
Excellent oral and written communication skills
Strong customer service mindset
Knowledge of or interest in the publishing industry
Genuine helpfulness, friendliness, and diplomacy in responding to client inquiries
Ability to work independently AND collaboratively
Problem-solving, analytical, and investigative skills to track down solutions to complex support requests
Ability to do collections (contacting clients for overdue payments)
Desire to learn and dedication to helping authors succeed
Generally available Monday through Friday, 9 a.m. to 5 p.m. Mountain Standard Time with some flexibility in your work schedule
Desired technical skills:
Experience in using the following tools (or similar applications) is helpful. We will train a stellar candidate who demonstrates aptitude in these areas.
Excellent computer and Internet skills:
Keap (Infusionsoft) customer relationship management software
QuickBooks accounting software
Asana project management software
Microsoft Office
Google Workspace (formerly G Suite)
Dropbox
Adobe Acrobat, Adobe InDesign
WordPress (bonus points for expertise in the Divi or Avada themes)
QuickBase database
Education & experience:
College degree and 2+ years experience preferred but will consider all candidates who have solid professional experience, especially in publishing, business management, or entrepreneurship.