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

Date Posted: 3/13/2023

Job Snapshot

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 19th thru Jan.6th.  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.


  • 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.


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