This position is responsible for providing excellent customer service and sales support for both our stores and in-store and online customers resolving all customer service issues to a satisfactory resolution. This includes addressing questions related to store policy, online order status, merchandise features & use, and uncovering customer needs to facilitate online customer upsell. The CSR can engage every customer via phone, email, chat, social media, or other communication venues. As a Customer Service Representative, this position plays a vital role in establishing customer loyalty, which leads to customer retention.
Answer inbound calls, chats or emails to assist customers and store employees.
Effectively multi-task while managing constant incoming interactions.
Identify and assess customer needs, to resolve customer issues and ensure superior customer satisfaction.
Use trained methods and tools to provide customers with accurate, valid, and complete information.
Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions.
Build personal connections and establish trusting relationships to ensure customer retention and maintain customer loyalty.
Follow and promote all company policies, guidelines, procedures, and expectations.
Maintain the safety and security of customer information.
Meet and exceed goals and standards of performance.
Complete additional tasks as business needs permit
Must possess strong communication (verbal, listening, and written) and interpersonal skills.
Excellent computer and typing skills.
Must demonstrate strong problem solving and multi-tasking skills in a fast paced environment.
Must have ability to handle and resolve conflict positively.
Must be able to work both independently and as a team.
Must be able to demonstrate good follow-up and follow-through techniques.
High school diploma or equivalent required
Regular, predictable, full attendance is an essential function of the job.
To prepare you for this exciting opportunity in our brand new call center, we offer:
40% Employee Discount on retail priced footwear and accessories purchased at Genesco retail stores
On site gym
Room for advancement
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