What We Do – Accountabilities
- Assures effective and efficient handling of consumer via electronic communication, mail, social media, or phone calls while meeting key performance indicators
- Assures the accuracy of product knowledge and procedures to handle customer inquiries
- Assures the growth of customer retention by providing positive and professional interactions
Essential Functions
- Drive customer satisfaction through email and social chat communications
- Resolve customer concerns efficiently and effectively to drive key performance indicators
- Utilize resources to service customers across all Brands; keeping detailed interaction notes
- Regularly evaluates processes, challenges the norm and recommends improvements
- Recognizes, documents, and alerts supervisors of trends in customer concern trends
- Demonstrates effective issue resolution techniques and follows up appropriately
- Provides phone support for the call center during peak times
- Performs and completes tasks and projects as assigned
Preferred Qualifications & Education
- 1 year customer service, retail experience
- Retail call center experience preferred
- High School diploma
- Proficiency on the computer, including excellent navigation of the internet and keyboarding skills
- Excellent written and verbal communication
- Clear and concise writing skills
- Excellent problem solving and conflict resolution
- Strong organization and time management skills
- Ability to work in high pace environment, flexible, good math skills, detail oriented, accountable, and have selling skills
- Ability to work independently and focused on task
- When answering emails and social media correspondence, person must have the ability to be proactive with response so situation is resolved on first contact
- Required: Basic Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills
Physical Requirements and/or Environment
- Office/Cubicle
Caleres is an Equal Opportunity Employer by choice. We believe our company should be as diverse as the consumers we serve. We seek and engage talented individuals from all backgrounds, ethnicities, genders, lifestyles, and belief systems.
Fraudulent Recruiting Disclaimer: Please beware of fraudulent recruiting. Legitimate Caleres, contacts will use @caleres.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Caleres employee, please refer to our fraudulent recruiting statement found here: https://www.caleres.com/careers/be-aware-of-recruiting-fraud
Skills Required
- 1 year of customer service or retail experience
- Retail call center experience
- High school diploma
- Computer proficiency, including internet navigation and keyboarding skills
- Excellent written and verbal communication skills
- Clear and concise writing skills
- Problem-solving and conflict-resolution skills
- Organization and time-management skills
- Ability to work independently in a fast-paced environment
- Ability to resolve customer issues on first contact
- Basic Microsoft Office Suite proficiency
- Intermediate PC, Windows, internet, data-entry, and typing skills
What We Do
Caleres is a global footwear retailer and wholesaler.
