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Customer Experience Bookseller Jobs

Company

Barnes & Noble
Address , Township Of Monroe, 08831, Nj
Employment type FULL_TIME
Salary
Expires 2023-06-26
Posted at 1 year ago
Job Description
Title: Customer Experience Bookseller

Category: Customer Service & Support

EmploymentType: Full-Time

Location: NJ-Monroe Corporate

LocationType: corporate

JobLocation: Monroe Township, New Jersey 08831

JobSummary: 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.

WhatYouDo:
  • 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.
  • Support additional duties as necessary in high volume or promotional periods.
  • Listen to stores/members/customers concerns and complaints with the goal of identifying the causes of the problem.
  • Work with Distribution Center personnel to arrange shipping for institutional orders as well as troubleshooting issues for all lines of business.
  • Complete work according to standards as determined by department head, manager, and/or supervisor.
  • Adhere to work schedule as set by the needs of the contact center.
  • 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.
  • Promptly resolve inquiries from stores/members/customers via phone, email, or chat.
  • Participate actively in department meetings, providing vital feedback to improve development of various new programs.
  • Complete all follow-up work related to customer orders and open incidents.
  • Handle special assignments as needed.
  • Provide accurate, valid, and complete information to stores/members/customers by effectively utilizing the proper methods/tools.
  • Escalate issues appropriately using good judgement in terms of what is out of the ordinary.
  • Handle outbound calls/emails to various vendors for product/order inquiries.
Knowledge&Experience:
  • Excellent Microsoft Office Suite skills required
  • Ability to organize, plan and prioritize workload and follow up
  • Troubleshooting, reporting and logical thinking skills
  • 2-3 years Customer Service Experience.
  • Organizational and teamwork skills required
  • Excellent written and verbal communication skills
  • Ability to manage multiple projects simultaneously with attention to detail
  • Communicate effectively, collaboratively, and comfortably with All.
  • Ability to analyze customer situations and provide solutions
  • Technologically astute

Expected Behaviors

  • Adapts well to and thrives in a dynamic and changing work environment.
  • Shift gears quickly, prioritize and multi-task.
  • Support results and understand financial factors.
  • Cooperative in supporting new policies, plans and procedures
  • Prioritize customer experience above all else.
  • Exhibit focus and thoughtfulness.
  • Ability to enforce company polices without creating negative reactions
  • Well-organized and manages time efficiently.
  • Ability to communicate with credibility and confidence
  • Enjoy working with people and value them.
  • Open to feedback and can reflect on this insight to develop and grow.
  • Use good judgment and make good decisions.
  • Assertive without being overly aggressive, an empathetic listener
  • A good company representative
  • Remain calm and in control when situations escalate.
  • Curious and continues to develop deep knowledge about books and the industry.

EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.