Customer Experience Specialist - Books & NOOK

Barnes & Noble, Inc.; Monroe (NJ); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

Sick Pay

Employee Discount

Vacation

Personal Days

Company Holidays

401(k)

Health Benefits

Disability

Life Insurance

Transit

Tuition Reimbursement

Job summary

Barnes & Noble, Inc. is seeking a Customer Support Specialist to provide exceptional service in a fast-paced call center environment. You will handle inquiries via email, phone, or chat across B&N.com, Membership, NOOK, Retail, and other business areas.

The role focuses on troubleshooting and clear communication to improve the customer experience. The position is full-time in Monroe, NJ, with an hourly starting rate and a comprehensive benefits package.

Qualifications

• 2–3 years of customer service experience.
• Technologically astute.
• Excellent Microsoft Office Suite skills.
• 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.
• 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 experience

Communication

Multitasking

Problem solving

Tools

Microsoft Office Suite

Job description

Barnes & Noble, Inc. is seeking a Customer Support Specialist to provide exceptional service in a fast-paced call center environment. You will handle inquiries via email, phone, or chat across B&N.com, Membership, NOOK, Retail, and other business areas.

The role focuses on troubleshooting and clear communication to improve the customer experience. The position is full-time in Monroe, NJ, with an hourly starting rate and a comprehensive benefits package.