Customer Experience Bookseller

Location

NJ-Monroe Corporate

Classification

Full-Time

Job Summary

As a Customer Experience Bookseller, you will provide service & support for ALL lines of business handling inquiries from customers, members, or stores. Responsible for helping customers and stores in addressing issues, problem-solving, and improving overall experience. With an emphasis on delivering exceptional service, you will provide valuable input for overall experience & improvement strategies.

What You Do

• Promptly resolve inquiries from stores/members/customers via phone, email, or chat. • Provide accurate, valid, and complete information to stores/members/customers by effectively utilizing the proper methods/tools. • Listen to stores/members/customers concerns and complaints with the goal of identifying the causes of the problem. • May be required to work in one or multiple queues and/or skill sets. • Always provide appropriate solutions and alternatives within the time limits and follow-up to ensure resolution. • For institutional and bookseller store events: work with publisher to check price, availability, and terms. Responsible for placing orders with publishers by phone, email, or portal depending on publisher. • Handle outbound calls/emails to various vendors for product/order inquiries. • Complete all follow-up work related to customer orders and open incidents. • Handle special assignments as needed. • Work with Distribution Center personnel to arrange shipping for institutional orders as well as troubleshooting issues for all lines of business. • Participate actively in department meetings, providing vital feedback to improve development of various new programs. • Support additional duties as necessary in high volume or promotional periods. • Complete work according to standards as determined by department head, manager, and/or supervisor. • Escalate issues appropriately using good judgement in terms of what is out of the ordinary. • Adhere to work schedule as set by the needs of the contact center.

Knowledge & Experience

• 2-3 years Customer Service Experience. • Excellent written and verbal communication skills • Ability to manage multiple projects simultaneously with attention to detail • Technologically astute • Excellent Microsoft Office Suite skills required • 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.

Expected Behaviors

• Cooperative in supporting new policies, plans and procedures • A good company representative • Assertive without being overly aggressive, an empathetic listener • Ability to enforce company polices without creating negative reactions • Ability to communicate with credibility and confidence • Open to feedback and can reflect on this insight to develop and grow. • Curious and continues to develop deep knowledge about books and the industry. • Prioritize customer experience above all else. • Support results and understand financial factors. • Enjoy working with people and value them. • Well-organized and manages time efficiently. • Adapts well to and thrives in a dynamic and changing work environment. • Shift gears quickly, prioritize and multi-task. • Use good judgment and make good decisions. • Exhibit focus and thoughtfulness. • Remain calm and in control when situations escalate.