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Customer Service Rep

2 months ago

Florence, United States Books-A-Million Full time

Location:

Customer Service Rep in Florence, AL at Books-A-Million, Inc. **Location:**

**Experience:**

Not Specified **Job Description**

Job Overview: **Under the direction of the Sr. Manager of Customer Service, the Customer Service Representative will operate by Books-A-Million (BAM) policies, procedures, workflows, and performance standards. The CSR I maintains a commitment to quality, efficiency, and first contact resolution while maintaining phone performance metrics. The training schedule is Monday-Friday from 10:00 AM to 5:00 PM for two weeks. Proficiency with computers is required.**

**Roles and Responsibilities**

* Confer with customers by telephone 80%, chat 5%, and email 15%, to provide information about products or services, place orders, cancel orders, or obtain details of complaints and resolve.

* Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken using various software and technology.

* Perform additional activities and research to include, but not limited to, contacting warehouses, BAM stores, UPS, USPS, all related shipping and return issues.

* Offering memberships to customers when applicable

* Ability to work flexible schedules, weekends, and overtime depending on the volume of work.

* Responsible for following all safety rules, regulations, and guidelines.

* Performs other duties as assigned.

**Job Requirements**

**Qualifications and Education Requirements**

* Entry-level customer service position.

* High school diploma or equivalent GED required.

**Preferred Skills**

* Proficient Microsoft Office and computer skills are required.

* Customer service and sales experience preferred.

* Has the ability to work well under pressure and remain calm and professional through stressful or ambiguous situations.

* Can perform detail-oriented and critical thinking skills by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

**Physical and Environmental Requirements**

* Must be able to sit at a desk using a computer for an extended period.

* Must be able to walk up and down two flights of stairs daily.

* Must be able to lift objects to 25 pounds with or without assistance.

Must be able to communicate using speech, sight, and sound with or without an assistive device.