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

Date Posted: 3/13/2023

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Job Snapshot

Employee Type:

Full-Time
Location:

Florence, AL
Job Type:

Distribution
Experience:

Not Specified
Date Posted:

3/13/2023

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 Description: Under the direction of the Sr. Manager of Customer Service, the Team Leader is responsible for all duties and responsibilities related to internal & external customer satisfaction at all levels. The schedule is Tues-Sat 10:30 AM to 7:00 PM (1:30 PM to 9:00 PM from Nov 19^th thru Jan.6^th. The Team Leader acts as a role model and operates by Books-A-Million (BAM) policies, procedures, workflows, and performance standards.

Roles and Responsibilities

Confer with internal & external customers using all communication channels; telephone 30%, chat 20%, email 30%, Facebook & Twitter 10%, and escalations 10%.
Acts as a primary point of contact for escalations with Dotcom, Second and Charles, and Customer & Store Operations. Monitors systems and workflow to maintain department efficiency and follows the point of contact.
Responsible for continuous coaching, training, and developing new and tenured CSRs.
Audits the CSR communication channels for quality assurance purposes.
Seeks growth through training opportunities for self and team members.
Collaborates with peers & manager in writing the standard operating procedures for training manuals.

Establishes work tasks and allocates tasks as volume warrants.

Compiles weekly, monthly, and quarterly reports to monitor productivity.
Supervises the ordering of supplies, gift cards, and restock notifications.
Recognizes team members regularly.
Ensures team is cross-trained universally to maintain adequate coverage on all channels.
Maintains flexibility with schedule to ensure leadership coverage as necessary.
Responsible for following all safety rules, regulations, and guidelines.

Performs other duties as assigned.

Job Requirements

Qualifications and Education Requirements

High school diploma or equivalent GED required.

Demonstrated expertise with call center applications.
Ability to work flexible hours and weekends as needed for appropriate coverage.
Good understanding of customer service skills, process improvement, team management, strong decision-making skills, analytical skills, staffing & planning.

Skills

Proficient PC skills with Microsoft Office.

Ability to work independently or in a collaborative atmosphere
Self-manages time to meet deadlines and knows when to delegate

Proficient with verbal and written communication
Customer, team-focused and proven capabilities to lead
Has the ability and knowledge to hold self and team accountable for performance.

Physical and Environmental Requirements

Must be able to sit at a desk using a computer for extended periods.
Must be able to lift objects up 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.