Books & E‑Commerce Support Specialist

Barnes & Noble Booksellers, Inc.; Monroe (NJ); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Sick Pay

Employee Discount

Vacation

Personal Days and Company Holidays

401(k)

Health Benefits

Disability

Life Insurance

Transit

Tuition Reimbursement

Job summary

Barnes & Noble Booksellers, Inc. is seeking a Customer Support Specialist for our Monroe, NJ office. The role centers on delivering exceptional service across B&N.com, Membership, NOOK, and stores, via email, phone, or chat, with a focus on effective problem-solving and clear communication.

You will help customers and stores by resolving inquiries, using tools and resources to provide accurate information, and escalating complex issues when needed. This is a full-time position with benefits.

Qualifications

• 2-3 years of customer service experience.
• Technologically astute.
• Excellent Microsoft Office Suite skills required.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects simultaneously with attention to detail.
• 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.
• Communicate effectively, collaboratively, and comfortably with all.

Responsibilities

• Promptly resolve inquiries from customers, members, and stores via phone, email, or chat.
• Provide accurate, valid, and complete information by effectively utilizing appropriate tools and resources.
• Listen to customer concerns and complaints, identifying the root causes of issues.
• Work in one or multiple queues and/or skill sets.
• Deliver appropriate solutions and alternatives within set time frames, ensuring follow‑up for resolution.
• Complete all follow‑up work related to customer orders and open incidents.
• Handle special assignments as needed.
• Work with other departments as needed to follow up on issues and enhance customer experience.
• Actively participate in department meetings, providing feedback to enhance new programs.
• Support additional duties as necessary in high volume or promotional periods.
• Adhere to work standards set by the department head, manager, and/or supervisor.
• Escalate issues judiciously when they deviate from the norm.
• Adhere to work schedule as set by the needs of the contact center.
• Handle escalated customer contacts after receiving specialized training, ensuring timely and effective resolution of complex issues.

Skills

Customer service

Verbal & written communication

Multitasking

Analytical thinking

Troubleshooting

Organizational skills

Teamwork

Attention to detail

Time management

Tools

Microsoft Office

Job description

Barnes & Noble Booksellers, Inc. is seeking a Customer Support Specialist for our Monroe, NJ office. The role centers on delivering exceptional service across B&N.com, Membership, NOOK, and stores, via email, phone, or chat, with a focus on effective problem-solving and clear communication.

You will help customers and stores by resolving inquiries, using tools and resources to provide accurate information, and escalating complex issues when needed. This is a full-time position with benefits.