Title

Job Summary

Barnes & Noble is the leading book retailer in the United States, with roots dating back to 1873 and a long history of growth through innovation and expansion. Today, under CEO James Daunt and private ownership by Elliott Advisors, Barnes & Noble operates approximately 700 bookstores nationwide, serves over 700 communities across all 50 states, and maintains a robust digital presence through BN.com, NOOK eBooks and audiobooks, and educational resources such as SparkNotes. The company also includes complementary retail brands such as Paper Source, Books Inc., Tattered Cover, and B. Dalton, further strengthening its market reach. Following a period of revitalization, Barnes & Noble is experiencing strong momentum, with plans to open approximately 60 new stores in 2026, underscoring renewed confidence in physical retail and local bookselling. Combining expansive store networks, curated selections, enhanced in-store experiences, and growing omnichannel capabilities, Barnes & Noble remains the #1 bookseller in the U.S. and a trusted, evolving partner within the publishing and retail ecosystem.

The Executive Customer Relations & Risk Management Advocate is responsible for managing complex customer escalations received through senior executives, Legal, and other high-profile channels. This role serves as a trusted resource for resolving sensitive customer concerns, supporting Retail leadership, and supporting risk management efforts for eComm, Digital business and product-related issues. Success in this role requires sound judgment, professionalism, discretion, along with a strong commitment to delivering exceptional customer experiences while protecting the company's brand.

This role requires an individual who can independently navigate complex situations, exercise sound judgment, and take ownership of outcomes while partnering with leadership as needed.

An employee in this position can expect a starting hourly rate between $23.00-$25.00, depending on experience, seniority, geographic locations, and other factors permitted by law.

This role is located in our Clifton, NJ Office

What You'll Do

• Manage customer escalations received through Executive Leadership, Legal, Risk Management, Retail/Field team, and other potential sources that may receive an escalation/sensitive issue.
• Investigate complex customer concerns, including reviewing case history and call recordings in collaboration with relevant teams (for example, QA, Training & Knowledge) and leadership to understand interactions, validate information, and gather the context needed for swift resolution and to drive coaching opportunities.
• Identify trends and provide feedback to leadership regarding coaching opportunities, process improvements, and system enhancements and other opportunities to improve customer experience.
• Resolve customer concerns and communicate solutions through phone, email, and written correspondence, taking ownership through resolution and ensuring appropriate follow-up.
• Maintain accurate and detailed documentation of customer interactions, research, actions taken, and outcomes.
• Handle inbound calls and follow-up contacts for various lines that may include but not limited to Executive Customer Relations, Risk Management, ADA Accessibility & Special Handling tickets, and other channels.
• Respond to privacy-related customer inquiries in accordance with company policies and procedures.
• Maintain knowledge of company policies, procedures, products, website functionality, and operational changes to support effective issue resolution.
• Support contact center operations and cross-functional initiatives as business needs require.
• Support Better Business Bureau, and Consumer Affairs related inquiries.

Knowledge & Experience

• Demonstrated success as a Customer Support Specialist or in a similar customer service role, consistently meeting or exceeding performance expectations.
• Demonstrated ability to exercise sound judgment, maintain confidentiality, and handle sensitive customer matters with professionalism and discretion.
• Experience handling customer escalations or complex customer issues preferred.
• Strong knowledge of customer service principles, company policies, products, and processes.
• Excellent written and verbal communication skills, with the ability to communicate professionally across multiple channels.
• Experience researching complex customer issues and maintaining thorough, accurate documentation.
• Proficiency with Microsoft Office, particularly Excel, and experience navigating multiple customer service systems.
• High school diploma or equivalent required.

Expected Behaviors

• Customer Focus: Demonstrates empathy and delivers professional, solution-oriented support while balancing customer needs with business requirements; strong active listening skills.
• Ownership & Accountability: Takes ownership of customer concerns from investigation through resolution, follows through on commitments, and drives issues to completion.
• Sound Judgment: Makes thoughtful decisions, confidently resolves issues within their scope, and appropriately escalates when additional support or guidance is needed.
• Problem Solving: Investigates complex issues, analyzes information, and identifies effective solutions that address the root cause.
• Professionalism & Confidentiality: Handles sensitive customer matters with discretion, integrity, and professionalism.
• Communication: Communicates clearly and effectively across written, verbal, and interpersonal interactions.
• Leadership Awareness: Proactively communicates significant customer issues, emerging trends, or exceptional situations to department leadership, ensuring appropriate visibility while maintaining ownership of day-to-day case management.
• Composure Under Pressure: Remains calm, focused, and professional when managing difficult, sensitive, or high-profile situations.
• Attention to Detail: Maintains accurate documentation, follows established processes, and ensures thorough follow-through.
• Collaboration: Builds strong partnerships across Customer Service, Retail, Legal, Risk Management, and other business teams.
• Adaptability: Adjusts effectively to changing priorities and supports evolving business needs.

Benefits for those who are scheduled to work less than 20 hours per week include Employee Discount, EAP and Sick Pay. For those scheduled to work between 20 and 29.99 benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, Transit and 401(k) with Company Match. For those scheduled to work 30 hours or more benefits include Employee Discount, EAP, Sick Pay and Paid Time Off including paid Maternity and Parental Leave, Company Paid Holidays, 401(k) with Company Match, Comprehensive Health Benefits (Medical, Dental and Vision), Healthcare and Dependent Care Spending Accounts, Healthcare Spending Account, Disability Benefits, Life Insurance, Transit, and Tuition Reimbursement. All benefits provided are in accordance with the terms of the current plan and may be subject to future change. Benefit may vary depending on location/state regulations. More information can be received by the recruiter or Human Resources.

Employment Type

Full-Time

EEO Statement

As an Affirmative Action Employer, Barnes & Noble hires qualified people to perform the many tasks necessary for the success of our business and is committed to diversity in the workplace. An essential part of this policy is providing equal employment opportunity for all. All employment practices and decisions-including those involving application procedures, recruitment or recruitment advertising, hiring, placement, job assignment, transfer, promotion, demotion, training, rates of pay or other forms of compensation, benefits, discipline, leave of absence, layoff, recall, termination and general treatment during employment-will be conducted 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 (including transgender status), hairstyle, height and/or weight, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other self-identified, perceived or actual characteristic protected by applicable federal, state, or local laws and ordinances.

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