Executive Customer Relations / Risk Management Advocate

Barnes & Noble•Clifton, NJ

1d•Onsite

About The Position

The Executive Customer Relations & Risk Management Advocate is responsible for managing complex customer escalations received through senior executives, Legal, and other high-profile channels. This role serves as a trusted resource for resolving sensitive customer concerns, supporting Retail leadership, and supporting risk management efforts for eComm, Digital business and product-related issues. Success in this role requires sound judgment, professionalism, discretion, along with a strong commitment to delivering exceptional customer experiences while protecting the company’s brand. This role requires an individual who can independently navigate complex situations, exercise sound judgment, and take ownership of outcomes while partnering with leadership as needed.

Requirements

Demonstrated success as a Customer Support Specialist or in a similar customer service role, consistently meeting or exceeding performance expectations.
Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive customer matters with professionalism and discretion.
Strong knowledge of customer service principles, company policies, products, and processes.
Excellent written and verbal communication skills, with the ability to communicate professionally across multiple channels.
Experience researching complex customer issues and maintaining thorough, accurate documentation.
Proficiency with Microsoft Office, particularly Excel, and experience navigating multiple customer service systems.
High school diploma or equivalent required.

Nice To Haves

Experience handling customer escalations or complex customer issues preferred.

Responsibilities

Manage customer escalations received through Executive Leadership, Legal, Risk Management, Retail/Field team, and other potential sources that may receive an escalation/sensitive issue.
Investigate complex customer concerns, including reviewing case history and call recordings in collaboration with relevant teams (for example, QA, Training & Knowledge) and leadership to understand interactions, validate information, and gather the context needed for swift resolution and to drive coaching opportunities.
Identify trends and provide feedback to leadership regarding coaching opportunities, process improvements, and system enhancements and other opportunities to improve customer experience.
Resolve customer concerns and communicate solutions through phone, email, and written correspondence, taking ownership through resolution and ensuring appropriate follow-up.
Maintain accurate and detailed documentation of customer interactions, research, actions taken, and outcomes.
Handle inbound calls and follow-up contacts for various lines that may include but not limited to Executive Customer Relations, Risk Management, ADA Accessibility & Special Handling tickets, and other channels.
Respond to privacy-related customer inquiries in accordance with company policies and procedures.
Maintain knowledge of company policies, procedures, products, website functionality, and operational changes to support effective issue resolution.
Support contact center operations and cross-functional initiatives as business needs require.
Support Better Business Bureau, and Consumer Affairs related inquiries.