“I Can Help You” is the first thing a customer hears when they call into our new customer service center in Lyndhurst, NJ, and the catch phrase is prominently displayed on all the computer screens.  This attitude permeates throughout the center, from Beverly Walker and her management team to the customer service representatives (CSRs) who field calls and reply to e-mails on a daily basis.  Following are testimonials from various staff on their feelings about the new facility, and why they love working at Barnes & Noble and helping customers:

Mavis Rispoli has been with the company for nearly 20 years, the last 10 as a supervisor managing a team of CSRs.  “I’ve remained a loyal employee because Barnes & Noble treats its people with deep respect,” she says.  Mavis loves the colors and warmth of the new facility and says it has created a boost in morale.  “My team feels more professional… there’s an excitement about coming to work every day.”  She adds, “In today’s economy, I can’t think of any other company that would think so highly of their employees to give them this work environment.”

Melvyn Lewis, a customer service lead, is a 10-year veteran of Barnes & Noble after working many years in customer service at DuPont.  He enjoys the fast-paced environment here and likes the fact that we offer such a wide range of products.  Melvyn also finds the new center to be “exceptionally aesthetic,” from the layout of the desks to the comfort of the chairs.  “I get excited about coming to work every day.”

David DeLoatch, an operations analyst supervisor in the “command center,” says he enjoys his role overseeing the entire customer service center floor, noting that it has helped him learn a lot about the business.  The team of five provides workforce management and monitors call volume, making decisions on the fly depending on business need.  “It’s interesting how our metrics can affect cost per call, or how the call volume increases when we send out a Membership mailing,” he explains. David says the atmosphere in the new location is great, promoting enthusiasm and positivity.  He especially likes the setup of the command center, which is closer to the agents so he and his colleagues can hear their different needs and wants.

Anne Storf is relatively new to the company, having worked as a CSR for about a year.  Recently, she was assigned to the retail division, which she enjoys because it allows her more time to listen and talk to customers.  “I enjoy helping people and resolving issues,” she says.  She likes the lighting and spaciousness of the new facility, adding that it is nice for Barnes & Noble to invest in the department.

Wilfredo Rodriguez, a CSR for the BN.com division, has been with the company for four years.  He enjoys the customer interaction aspect of his job and the extensive training we provide, including how the reps should speak to customers.  “Customers like that they can actually speak to a real person,” he says. To recognize teams and individuals, the customer service center issues a monthly Noble Cup to the best performing team, and a mini Noble Cup for one representative per team.  Wilfredo says the awards help with overall morale, and demonstrate that the company really cares about its people, “which helps us care more about our customers.” As for the new facility, Wilfredo especially likes the ambiance.  “It cries out ‘we really appreciate you and we want you to be comfortable and happy while you work,’” he says.  “Every detail was considered and planned with us in mind.  I feel extremely excited and can’t wait to come to work every day.”