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

Date Posted: 12/29/2021

Job Snapshot

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.

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