What is your role at CBR and how long have you been there?
I am the Vice President of Customer Service. I have been with CBR since May 2010. Before moving to CBR I worked with for our “sister” company South Eastern Book Co.
What changes and improvements have you seen since you’ve been there?
There are so many it would be hard to name them all! This company has grown by leaps and bounds over the last year. We have grown not only in size, but in experience. Over the last year, our staff has grown to include reps with years of previous customer service experience from large, national companies as well as reps with book knowledge. Our book inventory has expanded and helps us serve our customers better.
How does Customer Service help your renters?
We strive to help each of our customers. We are available to help customers create accounts, process orders, track shipments, and much, much more. We are available by phone, email, and chat via our website.
If there was just one crucial point to learn from this interview, what would it be?
Read the website carefully and choose the rental term or purchase selection that best suits your needs. Make sure all shipping and billing information is correctly entered so that there is no delay in service.
What advice would you give to first time renters?
Take the time to read the policies on the website. They are there to help make the rental experience a good one. Look at the refund policy and know that if you do have to drop a class, send the book back within the return limits so that you qualify for a refund. Make sure to use our return labels available for your account to return your books. We offer free UPS return shipping directly to our warehouse. Using your return label ensures that your book comes back to our facility… and it’s FREE!
Any additional comments?
CollegeBookRenter.com was created to help students save money. College is expensive enough and we want to try to ease some of that burden. Our goal is to always help our customers. Currently we are here Monday-Friday 8am-5pm. We also have additional rep coverage from 7am-7pm. These reps are available to assist customers with orders outside of our normal business hours. For help with a special problem or an accounting issue, please call during our regular business hours. We are here 7am-7pm, managers are here 8am-5pm. Extended hours are to help serve customers on the east and west coasts.
