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
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
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.
- 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.
- 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.
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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