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. Full-time schedule is Monday- Friday, 10:30 AM – 7:00 PM, and occasional coverage on Saturday or Sunday when needed. Proficiency with computers is required.

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, UPS, USPS, and all related shipping and return issues.

· Offering 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

· 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.

Job Type: Full-time

Pay: From $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• Under 1 year

Shift:

• 10 hour shift

Work setting:

• Call center
• In-person

Language:

• English (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: In person