Customer Care Representative

Education - It's in Our DNAAt Barnes & Noble Education (“BNED”) and across our family of brands, we are dedicated to making tomorrow a better, more inclusive, and smarter world by servicing all who work in education. As a leading solutions provider for the education industry, we are committed to driving affordability, accessibility, and achievement at hundreds of academic institutions nationwide by ensuring millions of students are equipped for success in the classroom and beyond.

Together, our teams work to elevate lives through education.

To support this mission, we are seeking a Full-Time Customer Care Representatives to join our inbound contact center team supporting private K–12 schools and higher education institutions. In this role, you will provide responsive, high-quality customer service by assisting customers with a variety of inquiries and resolving issues through phone, chat, and email.

How You'll Make an Impact Digital Product Support Guide customers through accessing digital course materials and content through our website.

Troubleshoot digital product access issues using available online tools and resources.

Serve as a liaison between customers and publishers to resolve access-related concerns.

Create and manage support tickets to ensure timely resolution of customer issues.

General Customer Support Assist customers with delivery concerns, including tracking packages and addressing delayed shipments.

Coordinate with shipping carriers to resolve delivery issues or request package rerouting when appropriate.

Address concerns related to product quality and order fulfillment.

Provide information and guidance on course materials buyback procedures.

Authorize returns and provide customers with return instructions.

Use internal systems and databases to research and provide accurate product information.

Partner with internal departments to resolve customer questions and concerns.

Order Support Assist customers with website navigation and the online ordering process.

Place orders on behalf of customers by phone or provide guidance on placing orders through our website.

Verify the availability of institutional funds, as applicable.

Perform additional responsibilities as needed.

What You'll Need to Succeed Excellent verbal and written communication skills.

Ability to navigate challenging customer situations with professionalism, confidence, and a calm demeanor.

Demonstrated ability to maintain positive and professional interactions with customers and colleagues.

Ability to work independently, exercise sound judgment, and effectively troubleshoot and resolve problems.

Strong general technical skills, including familiarity with software, hardware, and operating systems.

Proficiency with common computer applications, including Microsoft Office and Adobe products.

Strong working knowledge of internet browsers, including Edge, Firefox, Chrome, and Safari.

At least one year of previous customer service experience preferred.

Please Note:

This is an on-site role requiring in-office attendance at our Columbia, MO location. Applicants must be within a commutable distance, as relocation assistance will not be provided.

How We Elevate Our Employees We believe your success is our success, so our benefits package is designed specifically to support you in every aspect of your life. At BNED, we offer a variety of programs and resources to support the physical, mental, and financial well-being of our employees by offering a competitive total rewards package for full-time employees, which includes medical, dental, and vision plans, 401k with an annual discretionary match, life insurance, commuter benefits, paid time off with paid holidays, and a broad range of other benefits.

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