Bookstore-Specialty Customer Service Agent

Job Description

This is a remote position, quiet home office required, computer and internet. This is a 1099 contract position. The agents self-schedule their shifts 2 weeks in advance.

Starting pay $9.00/hr

BN, Inc. is a Fortune 500 company, the nation’s largest retail bookseller and a leading retailer of content, digital media and educational products. The Company operates 640 BN bookstores in 50 states, and one of the Web’s premier e-commerce sites, Nook Digital business offers a lineup of popular NOOK® tablets and eReaders and an expansive collection of digital reading content through the NOOK Store®

The scope of services and the kinds of tasks one can expect to handle on a daily basis for the BN Program:

• Handle customer inquiries regarding order status, membership, and/or marketplace orders for the Specialty Services - Sales Audit Group (SAG)/Retail program.

• Create a case in client system for every interaction

• Research customers account to accurately identify the best solution/answer for customer inquiry

• Use client Knowledge Base to provide the customer with accurate and complete information

• Utilize Chat and Support Service resources when necessary

• Utilize CrowdHub to further enhance client program knowledge and stay updated on client policy changes or reminders on key Arise metrics.

What is the Specialty Services program? Call centers servicing the Specialty Services program will take Retail, Escalations and Sales Audit (fraud) calls • Over half the volume on this program is Retail and Sales Audit (SAG) Examples of retail calls include: • An employee of the store calling to get help for a customer with a gift card or another matter • A customer who ordered a book in the store, because it wasn’t in stock, and they are following up on that order status Example of an audit call: • A customer purchased a gift card which was lost or stolen and they need help getting it replaced Advantages of servicing the Specialty Services program: • The initial caps in Starmatic™ are almost DOUBLE than those of the BN Customer Support program • Call centers servicing the Specialty Services program may have first access to additional opportunities on the BN programs.

Certification Times

Phase I 08/26/19 – 09/23/19 Instructor-Led eLearning & SelfPaced Work  Learners will learn about the client, how to navigate systems, and how to address calls which are coming from B&N.COM website orders. This phase is  • IN-DEPTH: Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation. • Four Weeks of an in-depth client and system knowledge that requires each agent to pay full attention, successfully complete pass all self-paced knowledge checks or modules.


Phase II 09/24/19 – 10/07/19 Learners will learn how to handle the Specialty Services call types for Retail and SAG. This phase: • Learners will be given the opportunity to increase knowledge of the Retail and Sales Audit Group (SAG) calls. Retail will entail handling, processing, modifying/canceling orders for customers that called indirectly or were transferred by retail store. • SAG calls consist of researching customer orders and ensuring that the call is not fraudulent. Lift the hold/freeze by fully verifying customers information and that you apply all client policies in order to do so


Phase III 10/8/19 – 11/15/19 This phase: Apply what you’ve learned in phase I and II to live call taking, and generate revenue.

Class Time

Monday – Friday 9:00 am – 1:00 pm EST OR 6:00 pm - 10:00 pm EST

Hours of Operation

8:00am – 11:00pm EST (Monday through Friday)

9:00am – 11:00pm EST (Sunday and Saturday)

365 days per year/7 days a week Peak Times 11am-4pm

Weekend Servicing Requirement 4 hours required on a Saturday or Sunday or a combination of both.

Additional equipment

AGENTS SERVICING THIS CLIENT PROGRAM USING THE ARISE BUY & BUILD SECURE DESKTOP (ASD) • To service this client program, call center companies will be required to use an ASD device. • The company will be required to buy and build the ASD. To create an ASD USB flash drive, call center companies will need to obtain an 8 GB USB 3.0 flash drive. • It is possible to use a larger drive if unable to locate an 8 GB Flash Drive. The USB flash drive should have a minimum read speed of at least 60 megabytes per second. • Detailed instructions on how to build your ASD will be sent upon enrollment in the certification course. *All learners are expected to have the ASD set up prior to the first day of class

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