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

Date Posted: 9/17/2021

Job Snapshot

Job Description

Roles and Responsibilities

  • Confer with customers by telephone 60%, chat 10%, email 30%, provide information about products or services, place orders, cancel orders, or obtain details of complaints to resolve.
  • Keeps quality records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Performs additional activities and research to include, but are not limited to, contacting warehouses, BAM & 2NC stores, UPS, USPS, and all related shipping and return issues.
  • Takes opportunities in selling memberships and meeting key performance metrics.
  • Must have reliable transportation and 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

Roles and Responsibilities

•        Confer with customers by telephone 60%, chat 10%, email 30%, provide information about products or services, place orders, cancel orders, or obtain details of complaints to resolve.

•        Keeps quality records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

•        Performs additional activities and research to include, but are not limited to, contacting warehouses, BAM & 2NC stores, UPS, USPS, and all related shipping and return issues.

•        Takes opportunities in selling memberships and meeting key performance metrics.

•        Must have reliable transportation and 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.

Education Requirements

•        High school diploma or equivalent GED required.

Primary Skills to be Successful

•        Intermediate Microsoft Office and computer skills; previous experience with CRM tools.

•        Previous customer service and sales experience.  

•        Displays strong writing and verbal communication skills and the ability to convey empathy.

•        Has the ability to work in a high-paced environment and remain calm and professional through stressful or ambiguous situations.

•        Detail-oriented and critical thinking skills by using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to any problem.

•        Demonstrates excellent social skills and team spirit.

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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