Contact Center I & II

Powell's is hiring a Contact Center Generalist to provide excellent customer service through live phone support and email.

This is an on-site position based out of our warehouse in NW Portland.

In this role, you'll help customers find books and gifts, place orders, and resolve issues. You will use your knowledge of Powell's products, services, and events to create positive customer experiences. If you enjoy connecting with people, problem-solving, and getting books into customers'''' hands, we'd love to hear from you.

Powell's Books is known worldwide as a premier independent bookstore and an icon in the Portland community. We're committed to fostering a culture and environment of inclusion, empowerment, and respect - a place where everyone can show up fully as themselves and do their best work every day.

Powell's offers an extensive benefits package including:

Generous healthcare plan (medical, vision, and dental)

401(k) savings plan

Education benefit

Childcare subsidy

Substantial employee discount that is also available to your significant other, children, parents, and siblings

Book borrowing privileges

Pay: $16.80 per hour, increasing to $17.50 per hour, effective the first day of the pay period following the 31st calendar day from hire, or more, depending on experience.

Schedule: The regular schedule will be 9am-5pm, Mon-Fri.

Closing Date: Thursday, November 5th, 2026

Additional Information: Please include a cover letter with a brief description of relevant skills and experience and the reason why you're interested in the position.

Position Title: Contact Center I

Location: Industrial

Group: A

Date: 10/2026

Position Summary:

Individuals have a general understanding of Contact Center, Powells.com operations, and company-wide processes and procedures. This is a front-end customer service position. They perform a variety of customer service functions through customer contacts, including the use of inventory management databases and various bibliographic databases, call routing, messaging, and processing orders (including order fulfillment). Individuals are expected to become semi-autonomous as well as function as part of a team providing exceptional customer service. Reports to Contact Center Manager.

Essential Functions:

• Understands and upholds Powell's customer service standards.
• Provides consistently superior and professional basic customer service via phone and email and follows problems through to resolution.
• Answers incoming calls, conducts inventory searches, accepts customer orders, data entry, and customer service.
• Responds to customer questions regarding specific titles and authors, sections and companywide processes and procedures.
• Continues to learn Powells.com front-end and back-end functions.
• Performs a variety of customer services. This may include follow-up on problem orders or shipments and customer resolution.
• Continues to gain knowledge of Contact Center tasks and other related departments and resources.
• Understands and is able to explain Contact Center department policies and procedures, as well as gaining knowledge of Powells.com order fulfillment.
• Demonstrates consistent adherence to safety protocols.
• Other duties as assigned.

Requirements / Qualifications:

• Demonstrated retail or book sales experience preferred.
• Excellent communication/interpersonal skills, both verbal and written.
• Excellent customer service skills.
• Demonstrated computer familiarity.
• Accuracy and attention to detail.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Ability to handle multiple tasks and priorities.
• Love of books and reading.
• Physical requirements - Group C

Position Title: Contact Center II

Location: Industrial

Group: B

Date: 10/2026

Position Summary:

Provides telephone customer service, call routing, and messaging to all Powells locations. Will be responsible for troubleshooting more difficult customer service problems via phone and email. Excellent knowledge and understanding of databases and applications that support Powell's customer service and order fulfillment. Is responsible for participating in new employee training and providing ongoing direction to Contact Center employees. Active participation in the ongoing development and success of the Contact Center and Powells.com. Employees at this level can be assigned more complex responsibilities. Reports to the Contact Center Manager.

Essential Functions:

• Provides consistently superior and professional customer service via phone and the Front email system. Follows problems through to resolution; gains proficiency with difficult customer service issues.
• Excellent knowledge and understanding of applications that support Powell's customer service and order fulfillment operations.
• Performs various duties, including the use of inventory, customer, and order management databases, processing orders (including order fulfillment, local transfer orders), and processing customer returns.
• Troubleshoots customer questions about gift cards, Powell's online used book buyback portal and Powells.com orders.
• Perfects multi-line phone system capabilities.
• Answers complex questions about customer service, retail locations, and operations.
• Actively participates in training of Contact Center staff.
• Takes initiative, is self-directed and autonomous, demonstrates independent decision-making and participates actively in discussions.
• Consistently maintains or exceeds productivity expectations.
• Other duties as assigned.

Requirements / Qualifications:

• Full competence at Level I or the equivalent work experience
• Excellent customer service and problem-solving skills
• Excellent sales and marketing skills
• Excellent computer skills
• Ability to work independently and as a part of a team
• Excellent communication and interpersonal skills, both verbal and written
• Ability to handle multiple tasks and priorities
• Demonstrated accuracy and attention to detail
• Strong organizational and time management skills
• Love of books and reading
• Physical requirements - Group C.