Phone Support Representative - Onsite

Position Overview:

We are seeking a dedicated and customer-focused individual to join our team as a Phone Support Representative at Journeys. In this role, you will handle inbound customer calls, 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.
• Availability: Must be able to work 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, in store and online.
• Weekly Pay: Receive weekly compensation for your work.
• Comprehensive Paid Training: Receive in-depth training over two seeks to equip you with the tools and knowledge needed for success in this role.
• Career Growth: Unlock opportunities to advance your career within Journeys, with pathways to grow in customer service, leadership, and beyond.
• Health and Wellness: Access medical, dental, and vision insurance options, along with mental health support through an Employee Assistance Program.
• Retirement Savings: Participate in Genesco's 401(k) plan with company matching contributions.
• Education Support: Benefit from tuition assistance, student loan contributions, and discounts on educational programs.
• Financial Protection: Take advantage of life insurance, critical illness, and hospital indemnity plans.

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