We are sharing details regarding a new inbound customer service opportunity available on the Arise® Platform: Barnes & Noble Specialty Services. Please review the information below carefully, as participation requires a significant commitment and strict adherence to program requirements.

Program Overview

Barnes & Noble, Inc. is a Fortune 500 company and the nation’s largest retail bookseller, operating more than 640 stores nationwide and a major e-commerce platform. This program supports Barnes & Noble’s Specialty Services, Retail, and Sales Audit Group (SAG) through inbound customer service.

Agents servicing this program will handle inquiries related to order status, memberships, retail and marketplace orders, escalations, and corporate sales support.

Service Type

Inbound Customer Service

Phone-based servicing

Servicing Availability

• 7 days a week, 365 days a year

• Service hours: 9:00 a.m. – 9:00 p.m. ET

• Most available intervals: Monday–Friday, 12:00 p.m. – 6:00 p.m. ET

Availability is subject to client needs and may change.

Service Revenue

Production SOW:

$11.50 per hour ($5.75 per 30-minute interval) before platform usage fees

Certification SOW:

$7.64 per hour ($3.82 per 30-minute interval)

Additional incentives may be available during the Certification SOW, including:

• An additional $1.81 per hour when servicing a minimum of 12 hours per week after Phase II

• A $100 incentive when offered and accepting the first Production SOW after meeting certification requirements

Certification Schedule

Phase I – Instructor-Led & Self-Study

February 9, 2026 – February 27, 2026

(No class on Monday, February 16, 2026)

Phase II – Live Certification Call-Taking

February 28, 2026 – March 17, 2026

Class Schedule:

• Monday–Friday

• 6:00 p.m. – 10:00 p.m. ET

• Four-hour instructor-led class with paid self-study modules

Attendance is critical. Failure to attend the first day of class will result in removal from the course with no exceptions.

Certification Requirements

To successfully complete certification, agents must:

• Maintain 100% attendance in instructor-led sessions

• Complete all self-paced modules with a minimum score of 85%

• Pass at least one live call

• Meet all Service Level Requirements outlined in the Certification SOW

• Complete Security Awareness training with an 85% or higher score

• Service a minimum of 10 hours (20 intervals) per week during certification

Failure to meet certification requirements will result in not being offered a Production SOW.

Class Confirmation Deposit

A $50 Class Confirmation Deposit is required upon enrollment.

• Deposit must be paid within 48 hours of enrollment

• The deposit is non-refundable if the agent is dropped or fails to attend the first day

• If an agent does not show up on Day 1, they will be dropped from class with no exceptions

System & Equipment Requirements

Agents must meet all Arise® Platform system and equipment standards, including:

• Windows 11 (fully updated, no pending patches)

• USB hardwired headset with phone-quality audio

• Webcam required during all class sessions and certification activities

• A professional, distraction-free work environment

Agents must pass the required PC scan using the same device they intend to use for class and servicing.

Chromebooks and non-compliant systems are not supported.

Security & Background Requirements

This opportunity requires:

• Background check

• Photo ID verification

• Daily facial authentication during class access

Agents with credit freezes must temporarily lift the freeze with Experian to avoid delays.

Service Level Requirements (Production SOW)

• Commitment Adherence: Greater than 90%

• Average Handle Time: 500–700 seconds

• Quality Assurance Score: Greater than 90%

Failure to maintain service level requirements may result in termination of the SOW.

Important Eligibility Notes

You may not qualify for this program if:

• You have been dropped or failed a certification within the last 60 days

• You have three drops or failures within a 12-month period

• You are currently enrolled in or interested in another program

• Class dates overlap with another certification

• You are located in restricted states as outlined by the client

Agents cannot participate in this opportunity if they are located in the following states:

• Delaware
• Florida
• Hawaii
• Indiana
• Michigan
• Nevada
• New Mexico
• Texas

Agents must reside outside of these states at the time of enrollment and servicing. State eligibility is determined by the client and the Arise® Platform and is non-negotiable.

Final Notes

This announcement is a summary only. Agents are responsible for reviewing all official Arise® Statements of Work, policies, and program documentation prior to enrollment. In the event of a conflict, the SOW terms take precedence.

Agents who are interested should ensure they can fully commit to the certification schedule, servicing requirements, and performance expectations before enrolling.

Additional details and enrollment access will be shared separately.

AltaConnect Leadership