Customer Support Specialist

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.

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.

Full Time (30+ hours per week) Benefits Include: Sick Pay, Employee Discount, Vacation, Personal Days and Company Holidays, 401(k), Health Benefits, Disability, Life Insurance, Transit, Tuition Reimbursement

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.
This position is on-site in Monroe, NJ.

EEO Statement

As an Affirmative Action Employer, Barnes & Noble hires qualified people to perform the many tasks necessary for the success of our business and is committed to diversity in the workplace. An essential part of this policy is providing equal employment opportunity for all. All employment practices and decisions-including those involving application procedures, recruitment or recruitment advertising, hiring, placement, job assignment, transfer, promotion, demotion, training, rates of pay or other forms of compensation, benefits, discipline, leave of absence, layoff, recall, termination and general treatment during employment-will be conducted without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression (including transgender status), hairstyle, height and/or weight, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other self-identified, perceived or actual characteristic protected by applicable federal, state, or local laws and ordinances.

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