Business Activity Monitoring (BAM), Communication Skills, Computer Skills, Customer Relations, Customer Service Management, Customer Support/Service, Detail Oriented, Internet Technology, Microsoft Office, Record Keeping, Regulations, Sales, Sales Training, USPS (United States Post Office), Warehousing
Job Overview: Under the direction of the Sr. Manager of Customer Service, the Customer Service Representative will operate by the AWBC & Books-A-Million (BAM) policies, procedures, workflows, and performance standards. Two Full-time schedules are available. One is Sun 10:00-6:00 PM & Monday- Thursday 10:30 AM - 7:00 PM, and occasional coverage on Saturday or Sunday when needed. The other schedule is Tuesday through Friday from 10:30 PM to 7:00 PM and Saturday 10:00 AM to 6:00 PM. 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, 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.