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Barnes & Noble, Inc. · 1 day ago

Customer Support Specialist

Clifton, NJ

Full-time

Hybrid

Entry, Mid Level

$18/hr - $18/hr

2+ years exp

Barnes & Noble is the world’s largest retail bookseller and a leader in digital media and educational products. The Customer Support Specialist will provide exceptional service and support across various business lines, addressing customer inquiries and enhancing the overall customer experience through effective problem-solving and communication.

Retail

Responsibilities

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

Qualification

Customer Service ExperienceMicrosoft Office SuiteTroubleshooting SkillsAnalytical SkillsCommunication SkillsOrganizational SkillsTeamwork SkillsTime Management

Required

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

Benefits

Sick Pay

Employee Discount

Vacation

Personal Days and Company Holidays

401(k)

Health Benefits

Disability

Life Insurance

Transit

Tuition Reimbursement

Company

Barnes & Noble, Inc.

Glassdoor3.8

Barnes & Noble proudly serves America with approximately 600 bookstores across all fifty states, and are busy opening newly designed stores in communities nationwide.

Founded in 1917

New York, US

10001+ employees