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Bilingual Call Center Representative

2 months ago

Nashville, United States Genesco Full time
The Ideal Candidate

As a Bilingual Customer Service Representative (SPANISH/ENGLISH), you will be responsible for answering inbound interactions from our Journeys customers related to placing, tracking, updating, and canceling orders. As well as providing website and product knowledge and information and assisting with requests related to customer store experiences.

Position Benefits

  • 40% off employee discount
  • Weekly pay
  • Growth potential and opportunities within the first 6 months
  • Immediate Dental, Life, Medical, and Vision coverage
  • 401K Contribution
  • Journeys and Genesco Scholarship opportunities
  • Tuition and Student Loan Repayment assistance
  • Employee Assistance - Mental health, financial planning, and legal advice
  • Onsite gym membership and onsite cafe
How You Will Make an Impact
  • Handling incoming interactions from customers concerning orders, promptly providing complete and accurate information, and updating customer account details as necessary.
  • Efficiently using various computer software and applications to accomplish tasks such as navigating customer accounts, writing case notes, assisting in the ordering process, and inputting payment information.
  • Personalizing all interactions while acting as an ambassador of the Journeys brand to maintain customer loyalty and retention.
  • Meeting and maintaining the standard of expectations with attendance and all Key Performance Indicators (KPIs).
  • Ensuring and maintaining the safety, security, and privacy of all customer information.
  • Completing additional tasks as required to support business needs.
Experience and Skills You'll Need to Have
  • 1-2 years of customer service/retail experience preferred, not required.
  • Ability to speak and type fluently in English and Spanish, using appropriate grammar, tone, and syntax.
  • Strong communication and interpersonal skills (verbal and written).
  • Ability to meet performance expectations and goals in a fast-paced, ever-changing environment.
  • Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
  • Ability to handle and resolve conflict positively and in a calm, professional manner.
  • Meet minimum requirement for words per minute on a typing evaluation.
  • Must be able to work 40 hours weekly with various 8-hour shifts during the following hours of operation: 10am-7pm Sunday, 7am-8pm Monday - Friday, and 9am-6pm Saturday (CST).
  • Willing to participate in recurring performance-based schedule bidding.
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