Call CenterCustomer Service Representative in Florence, AL at AWBC

Date Posted: 10/6/2020

Job Snapshot

Job Description

Job Overview: Under the direction of the Sr. Manager of Customer Service, the Customer Service Representative I operates by Books-A-Million (BAM) policies, procedures, workflows, and performance standards. The CSR I maintains a commitment to quality, efficiency, and first contact resolution. CSR 1 incorporates the company’s passion for its core values: Safety & Security, Customers & Quality, Positive Communication, Personable, Integrity, Collaborative, Vigilant, Aspirations, Diplomatic, Resourceful, and Modest.  

Roles and Responsibilities

  • Confer with customers by telephone 50%, chat 20%, email 20%, and administrative 10% to provide information about products or services, place orders, cancel orders, or obtain details of complaints and resolve.
  • Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Perform additional activities and research to include, but not limited to, contacting warehouses, BAM stores, UPS, USPS, all related shipping and return issues, selling memberships, and meeting key performance metrics.
  • Ability to work flexible schedules, weekends, and overtime depending on the volume of work.
  • Responsible for following all safety rules, regulations, and guidelines.
  • Performs other duties as assigned.

Job Requirements

Qualifications and Education Requirements

  • Entry-level customer service position.
  • High school diploma or equivalent GED required.

Preferred Skills

  • Microsoft Office and computer skills are required.
  • Customer service and sales experience preferred.
  • Active listening by giving full attention to what other people are saying.
  • 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.
  • Must be able to lift objects to 25 pounds with or without assistance.
  • Must be able to communicate using speech, sight, and sound with or without an assistive device.

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





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