Current jobs related to Call Dispatcher - Westbury - Barnes & Noble

Title: Call Dispatcher

Category: Information Systems & Technology

EmploymentType: Full-Time

Location: NY-Westbury

LocationType: corporate

JobLocation: Westbury, New York 11590

JobSummary: 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.

We’re proud to be an industry leader, consistently recognized for excellence in quality and customer service.

The Call Dispatcher handles all incoming calls to the Store Support Help Desk in a timely manner, documents calls, routes calls to the appropriate level of support, and identifies trends of incoming calls.

An employee in this position can expect a starting rate of $18 - $20 per hour, depending on experience, seniority, geographic locations, and other factors permitted by law.

WhatYouDo:

• Answer all incoming phone calls to the Help Desk in a timely fashion to minimize caller hold time.

• Answer each incoming call in 3 rings or less.

• Answer multiple calls simultaneously to keep Queue time under 3 minutes.

• Ensure all incoming calls are documented.

• Open or update a ticket in the call tracking system for every incoming call o Make sure all journal entries in the call tracking system have the required information.

• Route calls to appropriate level of support.

• Transfer call needing immediate assistance to proper level of support personnel based on severity of problem.

o Calls not requiring immediate attention will be assigned to a technician for call back. These assignments need to be equally distributed to the support staff.

• Identify and communicate trends or patterns of incoming calls to management.

• Immediately alert the Help Desk Supervisor and/or Managers of any trends of incoming calls so appropriate action will be taken to address any issue which might have a chain-wide impact on store systems functionality.

Knowledge&Experience:

• Working knowledge of computer terminology. Knowledge of POS Hardware and peripherals is a plus.

• Excellent interpersonal skills, written and verbal communication.

• Knowledge of Office Productivity Software (MS Office, Word, Excel, etc.)

• Strong Customer Service perspective.

• Team Player.

• Professional, courteous telephone manner.

• Strong active listening and conflict resolution skills.

• High School diploma or equivalent experience required.

• 1 – 2 years of customer service, preferably in a call center environment.

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.