Chat Support Representative - Seasonal Onsite - Genesco Inc

Position Overview:

We are seeking a dedicated and customer-focused individual to join our team as a Seasonal Call Center Representative at Journeys. In this role, you will handle inbound customer chats and emails, assisting with order placements, tracking, updates, cancellations, and providing comprehensive information about our products and website. Your commitment to delivering exceptional service will play a crucial role in enhancing our customers' experiences.

Key Responsibilities:

• Customer Interaction: Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up-to-date.
• Data Management: Utilize various computer software and applications to navigate customer accounts, document case notes, process orders, and handle payment information efficiently.
• Brand Representation: Serve as an ambassador for the Journeys brand, personalizing each interaction to foster customer loyalty and retention.
• Performance Standards: Consistently meet attendance requirements and key performance indicators (KPIs) to maintain high service quality.
• Information Security: Uphold the safety, security, and privacy of all customer information in compliance with company policies.
• Additional Support: Perform other tasks as needed to support business operations.

Qualifications:

• Experience: While prior customer service or retail experience is preferred, it is not a mandatory requirement.
• Communication Skills: Proficiency in English, with strong verbal and written communication abilities, including proper grammar and syntax.
• Interpersonal Skills: Excellent interpersonal skills to effectively address customer needs and concerns.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, meeting performance expectations and goals.
• Problem-Solving: Strong aptitude for quickly understanding new information, diagnosing issues, and providing appropriate solutions.
• Conflict Resolution: Capability to handle and resolve conflicts positively and professionally.
• Typing: Strong typing skills with the ability to meet minimum requirements for a typing speed and accuracy test.
• Availability: Must be able to work 32-40 hours weekly, with various 8-hour shifts during the following hours of operation: 10 am-7 pm Sunday, 7 am-8 pm Monday to Friday, and 9 am-6 pm Saturday (CST). Please note that business hours may change during peak times to meet coverage and business needs.

Benefits:

• Employee Discount: Enjoy a 40% discount on Journeys merchandise.
• Weekly Pay: Receive weekly compensation for your work and bonuses based on 100% perfect attendance.
• Work-Life Balance: Experience the benefit of 4-day work weeks after completing just 2 weeks of paid training.
• Career Opportunity: Potential to join our team beyond the seasonal period, based on performance and business needs.

If you are passionate about delivering outstanding customer service and eager to represent the Journeys brand, we encourage you to apply for this seasonal position.

Seasonal contract anticipated termination date: 1/11/2025.

Depending on business needs, this seasonal contract is subject to be terminated earlier than 1/11/2025.