Job Details

Title: Executive Customer Relations/Risk Management Advocate

Category: Customer Service & Support

EmploymentType: Full-Time

Location: NJ-Clifton

LocationType: corporate

JobLocation: Clifton, New Jersey 07014

JobSummary: This position is responsible for handling escalations directed to our Senior Executives and Legal Department, as well as providing support to our Retail Area and Store Managers. This individual is also responsible for handling Risk Management issues for our digital operations.

WhatYouDo:

• Respond to Executive and Risk Management issues.

• Replying to Privacy inquiries

• Address and resolve all customer concerns via phone, mail, or email.

• Research and document all customer interactions thoroughly.

• Complete all necessary follow-ups.

• Take inbound calls from the Customer Service Corporate, Executive Customer Relations, and Risks lines.

• Provide reporting/ feedback to the Management team regarding coaching opportunities and system enhancements. Partner with the Reporting & Analytics Team to help build/run reports where applicable.

• Maintain current knowledge of policies and procedures, website changes, new products, and processes.

• Support all areas of the contact center as required by business needs.

• Back up to the Sr. Consumer Affairs Advocate responsible for handling Better Business Bureau, and Consumer Affair inquiries.

• Act with integrity and trust, promoting our core values.

• Manage sensitive matters and abide by confidentiality protocols.

Knowledge&Experience:

• Exceptional presentation, interpersonal, organizational, and teamwork skills

• Strong Microsoft Office skills, particularly Excel

• Exceptional communications skills – listening, written, and oral.

• Proven ability to identify complex problems and analyze information to choose the best solution.

• Dedication to meeting the expectations and requirements of customers.

• Strong judgment and decision-making skills

• Mindfulness and accuracy.

• Ability to express empathy for the customers’ situations.

• Ability to remain calm in stressful situations.

• On-call support for nights, weekends, and holidays when needed.

Position Qualifications:

• 1-2 years of call center experience.

• 2+ years of escalations experience.

• Minimum High School diploma or equivalent

experience preferred.

EeoStatement: Barnes & Noble is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression, hairstyle, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other characteristic protected by applicable federal, state, or local laws and ordinances.