Customer Experience Bookseller

Barnes & Noble, Inc.

Date: 21 hours ago
City: Clifton, New Jersey
Contract type: Full time
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
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