Customer Service Support Specialist

Job Summary

Barnes & Noble is the world’s largest retail bookseller and the leading retailer of content, digital media, and educational products. We operate over 600 Barnes & Noble bookstores in 50 states and one of the web’s premier e-commerce sites,  Our Nook Digital business offers a lineup of popular NOOK® tablets and eReaders and an expansive collection of digital reading content through the NOOK® store.

We’re proud to be an industry leader, consistently recognized for excellence in quality and customer service in our stores and online at

NJ-Monroe Corporate

Full‑Time

Entry level

Other

Retail

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

• Promptly resolve inquiries from customers, members, and stores via phone, email, or chat.
• Provide accurate, valid, and complete information by effectively utilizing appropriate tools and resources.
• Listen to customer concerns and complaints, identifying the root causes of issues.
• Work in one or multiple queues and/or skill sets.
• Deliver appropriate solutions and alternatives within set time frames, ensuring follow-up for resolution.
• Complete all follow-up work related to customer orders and open incidents.
• Handle special assignments as needed.
• Work with other departments as needed to follow up on issues and enhance customer experience.
• Actively participate in department meetings, providing feedback to enhance new programs.
• Support additional duties as necessary in high volume or promotional periods.
• Adhere to work standards set by the department head, manager, and/or supervisor.
• Escalate issues judiciously when they deviate from the norm.
• Adhere to work schedule as set by the needs of the contact center.
• Handle escalated customer contacts after receiving specialized training, ensuring timely and effective resolution of complex issues.

• 2-3 years Customer Service Experience.
• Technologically astute.
• Excellent Microsoft Office Suite skills required.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects simultaneously with attention to detail.
• 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.
• Act as a positive representative of the company.
• Assertive yet empathetic, demonstrating active listening skills.
• Enforce company policies while maintaining a positive atmosphere.
• Communicate with credibility and confidence.
• Accepting feedback and eager to learn and grow.
• Cultivate a deep knowledge of books and the industry.
• Prioritize customer experience above all else.
• Understand financial factors and support business results.
• Enjoy working with people and value them.
• Stay organized and manage time efficiently.
• Adapt well to a dynamic and changing work environment.
• Shift gears quickly, prioritize, and multitask.
• Use sound judgment to make informed decisions.
• Maintain focus and composure during escalated situations.