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

Date Posted: 4/5/2021

Job Snapshot

Job Description

ob Overview: Schedule is 40 hours per week Primary duties will be responding to customer inquiries via email using Zendesk ticketing systems.  Proficiency with computers is required as well as the ability to learn quickly and take an active interest in learning and teamwork.  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.

Roles and Responsibilities

  • Communicate with customers by chat & email 80%, and perform administrative duties 20% to provide information about products or services, order status, cancelations, or obtain details of complaints to resolve.
  • Keep 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, and meeting tickets per hour metrics.
  • Responsible for following all safety rules, regulations, and guidelines.

Performs other duties as assigned


Job Requirements

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 required.
  • Can type 45 words per minute or more
  • 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.
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