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Customer Support Specialist

2 months ago

Nashville, Tennessee, United States Genesco Full time
Ideal Candidate Profile

As a Customer Support Specialist, your primary responsibility will be to manage incoming chats and emails from our valued customers regarding order placement, tracking, updates, and cancellations. You will also provide essential product knowledge and assist with inquiries related to customer experiences.

Benefits of the Position
  • Employee discount of 40%
  • Weekly compensation
  • Opportunities for career advancement within the first six months
  • Immediate access to Dental, Life, Medical, and Vision insurance
  • 401K contributions
  • Scholarship opportunities through Journeys and Genesco
  • Tuition and Student Loan Repayment assistance
  • Employee Assistance Program - including mental health support, financial planning, and legal advice
  • Access to an onsite gym and cafe
Your Impact on the Team
  • Responding to customer inquiries via chats and emails regarding orders, ensuring accurate and complete information is provided while updating customer account details as needed.
  • Utilizing various software applications to navigate customer accounts, document case notes, assist in the ordering process, and process payments efficiently.
  • Personalizing customer interactions and representing the Journeys brand to foster loyalty and retention.
  • Meeting attendance standards and achieving Key Performance Indicators (KPIs).
  • Safeguarding the security and privacy of all customer information.
  • Completing additional responsibilities as required to meet business needs.
Required Experience and Skills
  • 1-2 years of experience in customer service or retail preferred, but not mandatory.
  • Fluency in English, both spoken and written, with appropriate grammar and tone.
  • Excellent communication and interpersonal skills.
  • Ability to meet performance goals in a dynamic, fast-paced environment.
  • Strong problem-solving skills and the ability to provide effective resolutions.
  • Capacity to manage and resolve conflicts in a calm and professional manner.
  • Meet the minimum typing speed requirement.
  • Availability to work 40 hours per week with various 8-hour shifts during designated operational hours.
  • Willingness to participate in performance-based schedule bidding.