Customer Experience Specialist

7 days ago


Clifton, New Jersey, United States Barnes & Noble Full time
Job Summary

We are seeking a highly skilled Customer Experience Bookseller to join our team at Barnes & Noble. As a key member of our customer service team, you will be responsible for providing exceptional service and support to our customers, members, and stores.

Key Responsibilities
  • Resolve customer inquiries in a timely and effective manner via phone, email, or chat.
  • Provide accurate and complete information to customers using various methods and tools.
  • Listen to customer concerns and complaints to identify the root cause of the issue.
  • Work in multiple queues and/or skill sets as required.
  • Offer solutions and alternatives within time limits and follow up to ensure resolution.
  • Collaborate with publishers to check price, availability, and terms for institutional and bookseller store events.
  • Place orders with publishers via phone, email, or portal.
  • Handle outbound calls/emails to vendors for product/order inquiries.
  • Complete follow-up work related to customer orders and open incidents.
  • Perform special assignments as needed.
  • Work with Distribution Center personnel to arrange shipping for institutional orders and troubleshoot issues.
  • Participate in department meetings to provide feedback and improve new programs.
  • Support additional duties during high volume or promotional periods.
  • Meet performance standards as determined by department head, manager, and/or supervisor.
Requirements
  • 2-3 years of customer service experience.
  • Excellent written and verbal communication skills.
  • Ability to manage multiple projects simultaneously with attention to detail.
  • Technological proficiency.
  • Excellent Microsoft Office Suite skills.
  • Ability to analyze customer situations and provide solutions.
  • Troubleshooting, reporting, and logical thinking skills.
  • Organizational and teamwork skills.
  • Ability to organize, plan, and prioritize workload and follow up.
  • Effective communication and collaboration skills.
Expected Behaviors
  • Cooperative in supporting new policies, plans, and procedures.
  • A good company representative.
  • Assertive without being overly aggressive, an empathetic listener.
  • Ability to enforce company policies without creating negative reactions.
  • Ability to communicate with credibility and confidence.
  • Open to feedback and able to reflect on it to develop and grow.
  • Curious and continues to develop deep knowledge about books and the industry.
  • Prioritize customer experience above all else.
  • Support results and understand financial factors.
  • Enjoy working with people and value them.
  • Well-organized and manages time efficiently.
  • Adapts well to and thrives in a dynamic and changing work environment.
  • Shift gears quickly, prioritize, and multi-task.
  • Use good judgment and make good decisions.
  • Exhibit focus and thoughtfulness.
  • Remain calm and in control when situations escalate.


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