Supervisor, Customer Service

Supervisor of Customer Service Barnes & Noble is the leading book retailer in the United States, with roots dating back to 1873 and a long history of growth through innovation and expansion. Today, under CEO James Daunt and private ownership by Elliott Advisors, Barnes & Noble operates approximately 700 bookstores nationwide, serves over 700 communities across all 50 states, and maintains a robust digital presence through BN.com, NOOK eBooks and audiobooks, and educational resources such as SparkNotes. The company also includes complementary retail brands such as Paper Source, Books Inc., Tattered Cover, and B. Dalton, further strengthening its market reach. Following a period of revitalization, Barnes & Noble is experiencing strong momentum, with plans to open approximately 60 new stores in 2026, underscoring renewed confidence in physical retail and local bookselling. Combining expansive store networks, curated selections, enhanced in-store experiences, and growing omnichannel capabilities, Barnes & Noble remains the #1 bookseller in the U.S. and a trusted, evolving partner within the publishing and retail ecosystem. As the Supervisor of Customer Service, you will be supporting the Sr. Mgr. and act as the "manager in charge" when the Manager is not available. You will be the Subject Matter Expert supporting various teams, with a focus on the Call Center. You will also determine opportunities to automate processes and functions to improve business productivity, efficiency, and meet department goals. What you do: Build, lead, and mentor a team of Customer Service Specialists & provide day to day direct supervision and support. Identify the training and development needs of agents working closely with the CS Training Team to ensure curriculum and knowledgebase articles are current, effective, and available. Ensure all key performance metrics are met. Provide coaching & mentoring to team to ensure required responsibilities are met and employee development is addressed. Identify gaps & opportunities in customer experience and communicate regularly on current customer issues, trends, and recommended solutions to management. Be a subject matter expert and work cross-functionally with CS Teams to communicate issues, feedback, and ideas advocating as & for voice of the customer and voice of the agent optimal experiences. Handle customer calls periodically to stay in-tune with trends, issues, and navigating CS tools as well as to help with volume when needed. Conduct team meetings to provide status updates on CS initiatives, trends, and training huddles. Actively participate in QA-sponsored Call Listening & Focus Group Sessions working collaboratively on improvement opportunities and assessing contact experiences. Knowledge and Experience: Must have at least 2-3 years in a lead or supervisory role. Ability to work independently and as part of a team in a customer-driven, fast-paced environment. Ability to work well under pressure while consistently meeting deadlines. Demonstrate strong prioritization and analytical skills. Ability to multi-task, prioritize, and organize multiple projects/tasks concurrently while meeting required deadlines. Strong verbal communication and writing skills. Customer service experience with call center experience preferred. Expected behaviors: Well organized and manages time effectively. Has good teamwork skills; ability to motivate & guide team well. Makes decisions based on sound logic. Results-Oriented; ability to focus on goals pivoting where needed to drive results and deliver exceptional customer service experiences. Adapts well to changing situations. Is reliable in using good judgement. Dedicated to meeting the expectations of customers. Receives and carries out tasks in a cooperative manner. Works professionally, harmoniously, and effectively with co-workers. 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. An employee in this position can expect an annual salary between $55,000 - $65,000 depending on experience, seniority, geographic locations, and other factors permitted by law.