Senior Customer Relations & Risk Management Champion

Barnes & Noble Booksellers, Inc.; Clifton, Northern (NJ, KY); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

Employee Discount

EAP

Sick Pay

Paid Time Off

401(k) with Company Match

Job summary

Barnes & Noble is seeking an Executive Customer Relations / Risk Management Advocate in Clifton, NJ to manage high-level customer escalations and protect the company’s brand across eComm, digital and product issues.

The role partners with Retail leadership and Legal to resolve sensitive concerns with sound judgment and discretion, taking ownership of outcomes and driving timely resolutions. Starting hourly rate ranges from $23.00–$25.00 depending on experience.

Qualifications

• Experience in customer service roles with strong written and verbal communication.
• Ability to handle sensitive customer matters with confidentiality and professionalism.
• Experience managing customer escalations or complex issues preferred.
• Strong knowledge of customer service principles, policies, products, and processes.
• Proficiency with Microsoft Office, especially Excel, and navigating multiple CS systems.

Responsibilities

• Manage customer escalations from Executive Leadership, Legal, Risk Management, Retail/Field teams and other sources.
• Investigate complex customer concerns by reviewing case history and call recordings with relevant teams and leadership.
• Identify trends and provide feedback to leadership for coaching, process improvements, and system enhancements.
• Resolve customer concerns and communicate solutions via phone, email, and written correspondence; own the resolution.
• Maintain thorough documentation of interactions, research, actions, and outcomes.
• Handle inbound calls and follow-ups for lines including Executive Customer Relations, Risk Management, ADA Accessibility, and other channels.
• Respond to privacy-related inquiries per company policies and procedures.
• Keep knowledge of policies, products, website functionality, and changes to support resolution.
• Support contact center operations and cross-functional initiatives as needed.
• Support BBB and Consumer Affairs inquiries.

Skills

Customer service

Communication skills

Discretion

Problem solving

Excel proficiency

Education

High school diploma or equivalent

Tools

Excel

CRM systems

Job description

Barnes & Noble is seeking an Executive Customer Relations / Risk Management Advocate in Clifton, NJ to manage high-level customer escalations and protect the company’s brand across eComm, digital and product issues.

The role partners with Retail leadership and Legal to resolve sensitive concerns with sound judgment and discretion, taking ownership of outcomes and driving timely resolutions. Starting hourly rate ranges from $23.00–$25.00 depending on experience.