Customer Service Rep in Florence, AL at Books-A-Million, Inc.

Date Posted: 5/1/2022

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Job Snapshot

Employee Type:

Full-Time
Location:

Florence, AL
Job Type:

Distribution
Experience:

Not Specified
Date Posted:

5/1/2022

About Us

Founded in 1917 as a street corner newsstand in Florence, Alabama, Books-A-Million, Inc. has grown to become the premier book retailing chain in the Southeastern United States, and the second largest book retailer in the nation. Based in Birmingham, Alabama, the company currently operates more than 260 stores in 32 states. In addition to its primary retail component, the corporation includes a book wholesale and distribution subsidiary, American Wholesale Book Company, an e-commerce division operating as BOOKSAMILLION.COM, and an internet development and services company, NetCentral, in Nashville, Tennessee.

Job Description

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 maintains a commitment to quality, efficiency, and first contact resolution while maintaining phone performance metrics. The training schedule is Monday-Friday from 10:00 AM to 5:00 PM for two weeks. Proficiency with computers is required.

Roles and Responsibilities

Confer with customers by telephone 80%, chat 5%, and email 15%, to provide information about products or services, place orders, cancel orders, or obtain details of complaints and resolve.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken using various software and technology.
Perform additional activities and research to include, but not limited to, contacting warehouses, BAM stores, UPS, USPS, all related shipping and return issues.
Offering memberships to customers when applicable
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

Proficient Microsoft Office and computer skills are required.
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.
Must be able to walk up and down two flights of stairs daily.
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.