Customer Support Specialist

Job Overview

As a Customer Support Specialist at Barnes & Noble, you will provide exceptional service across the B&N.com website, Membership Program, NOOK, Retail Stores, and other business areas. Your primary responsibilities will include addressing customer inquiries via email, phone, or chat, troubleshooting issues, logging relevant information, and enhancing the overall customer experience through effective problem‑solving and clear communication.

Full Time (30+ hours per week)

Starting hourly rate: $18.00, depending on experience, seniority, geographic location, and other factors permitted by law.

• 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.
• Technology‑savvy.
• 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.
• Strong troubleshooting, reporting, and logical thinking skills.
• Excellent organizational and teamwork skills.
• Ability to organize, plan, and prioritize workload and follow up.
• Comfortable communicating effectively, collaboratively, and with all stakeholders.

• 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.
• Accept feedback and eager to learn and grow.
• Acquire 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.

This position is on‑site in Monroe, NJ.