Customer Service Support Specialist

Location NJ-Clifton Classification Full-Time Job Summary Barnes & Noble is the world’s largest retail bookseller and the leading retailer of content, digital media, and educational products. We operate over 600 Barnes & Noble bookstores in 50 states and one of the web’s premier e-commerce sites, bn.com. Our Nook Digital business offers a lineup of popular NOOK® tablets and eReaders and an expansive collection of digital reading content through the NOOK® store. We’re proud to be an industry leader, consistently recognized for excellence in quality and customer service in our stores and online at bn.com. As a Customer Support Specialist, you will thrive in a call center environment, providing exceptional service and support across various lines of business, including B&N.com website, Barnes & Noble Membership Program, NOOK (Barnes & Noble’s branded e-reader), Retail Stores, and other business areas. Your primary responsibilities will involve addressing customer inquiries via email, phone, or chat, troubleshooting issues utilizing various systems, and logging into relevant information. Your goal will be to enhance the overall customer experience through effective problem-solving and clear communication. What You Do 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. Knowledge & Experience 2-3 years 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. Expected Behaviors Cooperative in supporting new policies, plans, and procedures. Act as a positive representative of the company. Assertive yet empathetic, demonstrating active listening skills. Enforce company policies while maintaining a positive atmosphere. Communicate with credibility and confidence. Accepting feedback and eager to learn and grow. Cultivate a deep knowledge of books and the industry. Prioritize customer experience above all else. Understand financial factors and support business results. Enjoy working with people and value them. Stay organized and manage time efficiently. Adapt well to a dynamic and changing work environment. Shift gears quickly, prioritize, and multitask. Use sound judgment to make informed decisions. Maintain focus and composure during escalated situations. Salary An employee in this position can expect a starting hourly rate of $ 18.00, depending on experience, seniority, geographic location, and other factors permitted by law. Benefits Benefits for those who are scheduled to work less than 20 hours per week include Employee Discount, EAP and Sick Pay. For those scheduled to work between 20 and 29.99 benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, Transit and 401(k) with Company Match. For those scheduled to work 30 hours or more benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, 401(k) with Company Match, Comprehensive Health Benefits (Medical, Dental and Vision), Healthcare and Dependent Care Spending Accounts, Healthcare Spending Account, Disability Benefits, Life Insurance, Transit, and Tuition Reimbursement. All benefits provided are in accordance with the terms of the current plan and may be subject to future change. Benefit may vary depending on location/state regulations. More information can be received by the recruiter or Human Resources. Location Statement This position is located in Clifton, New Jersey #J-18808-Ljbffr Barnes & Noble, Inc.