Customer Experience Specialist

2 days ago


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

Barnes & Noble is seeking a highly skilled Customer Experience Bookseller to provide exceptional service and support to customers, members, and stores. As a key member of our team, you will be responsible for handling inquiries, resolving issues, and improving overall customer experience.

Key Responsibilities
  • Respond to customer inquiries via phone, email, or chat, providing accurate and timely information.
  • Listen to customer concerns and complaints, identifying the root cause of issues and providing effective solutions.
  • Work with publishers to check price, availability, and terms for institutional and bookseller store events.
  • Place orders with publishers and handle outbound calls/emails to vendors for product/order inquiries.
  • Complete follow-up work related to customer orders and open incidents.
  • Support additional duties as needed during high-volume or promotional periods.
  • Escalate issues appropriately using good judgment and adhere to work schedule as set by the contact center.
Requirements
  • 2-3 years of customer service experience.
  • Excellent written and verbal communication skills.
  • Ability to manage multiple projects simultaneously with attention to detail.
  • Technologically astute with excellent Microsoft Office Suite skills.
  • Ability to analyze customer situations and provide solutions.
  • Troubleshooting, reporting, and logical thinking skills.
  • Organizational and teamwork skills required.
  • Ability to organize, plan, and prioritize workload and follow up.
Expected Behaviors
  • Cooperative in supporting new policies, plans, and procedures.
  • A good company representative with assertive and empathetic communication skills.
  • Ability to enforce company policies without creating negative reactions.
  • Open to feedback and willing to develop and grow.
  • Curious and committed to developing 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.


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