Customer Service Rep

Job Overview: Under the direction of the Sr. Manager of Customer Service, the Customer Service Representative will operate by Books-A-Million (BAM) policies, procedures, workflows, and performance standards. The CSR I is committed to quality, efficiency, and first-contact resolution while maintaining phone, chat, and email performance metrics. Proficiency with computers is required. The schedule is Tue-Fri 10:30 AM -7:00 PM & Sat 10:00 AM – 6:00 PM.

Roles and Responsibilities

• Confer with customers by telephone 70%, chat 10%, and email 20%, to provide information about products or services, place orders, cancel orders, or obtain details of complaints and resolve them.

• Keep accurate records of customer interactions or transactions, recording details of inquiries, complaints, or comments and actions taken using various software and technology.

• Perform additional activities and research to include, but are not limited to, contacting warehouses, Books-A-Million and 2ndandcharles stores, USPS, and all related shipping and return issues.

• Educating & selling Millionaire’s Club Card memberships to customers when applicable

• Ability to work weekends and overtime depending on the volume of work.

• Responsible for following all safety rules, regulations, and guidelines.

• Performs other duties as assigned.

Qualifications and Education Requirements

• Entry-level customer service position.

• High school diploma or equivalent GED required.

Preferred Skills

• Proficiency with Microsoft Office, internet, and computer skills are required.

• Previous customer service and sales experience preferred.

• Has the ability to work well under pressure and remain calm and professional through stressful or ambiguous situations.

• Can perform detail-oriented and critical thinking skills by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Physical and Environmental Requirements

• Must be able to sit at a desk using a computer for an extended period of time.

• Must be able to walk up and down two flights of stairs daily.

• Must be able to lift objects up to 15 pounds with or without assistance.

• Must be able to communicate using speech, sight, and sound with or without an assistive device.