Customer Service Support Specialist

Barnes & Noble•Clifton, NJ

7d•Onsite

About The Position

Barnes & Noble is seeking a Customer Support Specialist to provide customer service and support across several business areas, including the B&N.com website, the Barnes & Noble Membership Program, NOOK, retail stores, and other areas. In a call center environment, the specialist responds to inquiries by email, phone, and chat, troubleshoots issues using relevant systems and resources, and records pertinent information. The role focuses on solving problems and communicating clearly to improve the customer experience. The specialist may work across multiple queues or skill sets, complete follow-up related to orders and open incidents, coordinate with other departments, and handle escalated contacts after specialized training. The position also supports special assignments and additional duties during high-volume or promotional periods, and follows the work schedule and standards established to meet contact center needs.

Requirements

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.
Ability to communicate effectively, collaboratively, and comfortably with all.

Responsibilities

Promptly resolve inquiries from customers, members, and stores by phone, email, or chat.
Provide accurate, valid, and complete information using appropriate tools and resources.
Listen to customer concerns and complaints and identify the root causes of issues.
Work in one or multiple queues and/or skill sets.
Deliver appropriate solutions and alternatives within set time frames and follow up to ensure resolution.
Complete follow-up work related to customer orders and open incidents.
Handle special assignments as needed.
Work with other departments to follow up on issues and enhance the customer experience.
Participate in department meetings and provide feedback to improve new programs.
Support additional duties during high-volume or promotional periods.
Follow work standards set by the department head, manager, and/or supervisor.
Escalate issues appropriately when they deviate from the norm.
Follow the work schedule set by contact center needs.
Handle escalated customer contacts after specialized training and resolve complex issues in a timely and effective manner.