Job Details
Location:
Customer Service Rep in Florence, AL at Books-A-Million, Inc. **Location:**
**Experience:**
Not Specified **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.