Customer Experience Bookseller

Location

NJ-Clifton

Classification

Full-Time

Job Summary

As a Customer Experience Bookseller, you will provide service & support for ALL lines of business handling inquiries from customers, members, or stores. Responsible for helping customers and stores in addressing issues, problem-solving, and improving overall experience. With an emphasis on delivering exceptional service, you will provide valuable input for overall experience & improvement strategies.

What You Do

• Promptly resolve inquiries from stores/members/customers via phone, email, or chat.
• Provide accurate, valid, and complete information to stores/members/customers by effectively utilizing the proper methods/tools.
• Listen to stores/members/customers concerns and complaints with the goal of identifying the causes of the problem.
• May be required to work in one or multiple queues and/or skill sets.
• Always provide appropriate solutions and alternatives within the time limits and follow-up to ensure resolution.
• For institutional and bookseller store events: work with publisher to check price, availability, and terms. Responsible for placing orders with publishers by phone, email, or portal depending on publisher.
• Handle outbound calls/emails to various vendors for product/order inquiries.
• Complete all follow-up work related to customer orders and open incidents.
• Handle special assignments as needed.
• Work with Distribution Center personnel to arrange shipping for institutional orders as well as troubleshooting issues for all lines of business.
• Participate actively in department meetings, providing vital feedback to improve development of various new programs.
• Support additional duties as necessary in high volume or promotional periods.
• Complete work according to standards as determined by department head, manager, and/or supervisor.
• Escalate issues appropriately using good judgement in terms of what is out of the ordinary.
• Adhere to work schedule as set by the needs of the contact center.
  
  

Knowledge & Experience

• 2-3 years Customer Service Experience.
• Excellent written and verbal communication skills
• Ability to manage multiple projects simultaneously with attention to detail
• Technologically astute
• Excellent Microsoft Office Suite skills required
• Ability to analyze customer situations and provide solutions
• Troubleshooting, reporting and logical thinking skills
• Organizational and teamwork skills required
• Ability to organize, plan and prioritize workload and follow up
• Communicate effectively, collaboratively, and comfortably with All.
  
  

Expected Behaviors

• Cooperative in supporting new policies, plans and procedures
• A good company representative
• Assertive without being overly aggressive, an empathetic listener
• Ability to enforce company polices without creating negative reactions
• Ability to communicate with credibility and confidence
• Open to feedback and can reflect on this insight to develop and grow.
• Curious and continues to develop deep knowledge about books and the industry.
• Prioritize customer experience above all else.
• Support results and understand financial factors.
• Enjoy working with people and value them.
• Well-organized and manages time efficiently.
• Adapts well to and thrives in a dynamic and changing work environment.
• Shift gears quickly, prioritize and multi-task.
• Use good judgment and make good decisions.
• Exhibit focus and thoughtfulness.
• Remain calm and in control when situations escalate.
  
  

This role is currently hybrid with 3 days in the office

An employee in this position can expect a starting hourly rate of $ 18.00, depending on experience, seniority, geographic location, and other factors permitted by law.

Full Time (30+ hours per week) Benefits Include: Sick Pay, Employee Discount, Vacation, Personal Days and Company Holidays, 401(k), Health Benefits, Disability, Life Insurance, Transit, Tuition Reimbursement