Executive Customer Relations/Risk Management Advocate

Barnes & Noble • Clifton, NJ

244d

About The Position

This position is responsible for handling escalations directed to our Senior Executives and Legal Department, as well as providing support to our Retail Area and Store Managers. This individual is also responsible for handling Risk Management issues for our digital operations.

Requirements

• Exceptional presentation, interpersonal, organizational, and teamwork skills.
• Strong Microsoft Office skills, particularly Excel.
• Exceptional communications skills - listening, written, and oral.
• Proven ability to identify complex problems and analyze information to choose the best solution.
• Dedication to meeting the expectations and requirements of customers.
• Strong judgment and decision-making skills.
• Mindfulness and accuracy.
• Ability to express empathy for the customers' situations.
• Ability to remain calm in stressful situations.
• On-call support for nights, weekends, and holidays when needed.
• 1-2 years of call center experience.
• 2+ years of escalations experience.
• Minimum High School diploma or equivalent experience preferred.

Responsibilities

• Respond to Executive and Risk Management issues.
• Replying to Privacy inquiries.
• Address and resolve all customer concerns via phone, mail, or email.
• Research and document all customer interactions thoroughly.
• Complete all necessary follow-ups.
• Take inbound calls from the Customer Service Corporate, Executive Customer Relations, and Risks lines.
• Provide reporting/ feedback to the Management team regarding coaching opportunities and system enhancements.
• Partner with the Reporting & Analytics Team to help build/run reports where applicable.
• Maintain current knowledge of policies and procedures, website changes, new products, and processes.
• Support all areas of the contact center as required by business needs.
• Back up to the Sr. Consumer Affairs Advocate responsible for handling Better Business Bureau, and Consumer Affair inquiries.
• Act with integrity and trust, promoting our core values.
• Manage sensitive matters and abide by confidentiality protocols.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: High school or GED