eCommerce Customer Service Representative

Since 1991, Spring Footwear has made a difference in the lives of consumers who have depended on our brands to deliver comfort and style. Product innovation, quality, value and flexibility are the cornerstones that contribute to our success. This all leads to our mission:

“To develop successful partnerships by creating and delivering the best quality, value, product and service every day!”

As a B2C Customer Service Representative at Spring Footwear Corp., you are in a trusted position to help drive the growth of the direct-to-consumer business and be the best “face and voice” of our company. We strive to make every experience a positive one every time a customer contacts us. Through this position we aid in increasing sales by delivering outstanding customer experience and help improve user experience on a daily basis.

Our CSR’s are responsible for addressing concerns and problems in an efficient and timely manner by taking ownership of each case from beginning to end. In this position you will work closely with other members of the Customer Service team in order to provide swift, efficient and consistent resolutions for our customers.

Role & Responsibilities:

• Engage directly with customers who contact us for a variety of topics ranging from helping them shop for a new pair of shoes, to finding that perfect accessory, or even problem-solving when everything doesn't go as planned. (This will primarily be via inbound phone calls, but sometimes requires outbound follow-up, sending an email, or other forms of communication)
• Research and problem-solve to determine appropriate solutions for the customer and follow-up as needed to resolve issues.
• Ability to Handle a multitude of varying tasks.
• Operate with understanding, active listening, patience, empathy and kindness to customers and Team Members alike.
• Addressing concerns and problems in an efficient and timely manner by taking ownership of each case from beginning to end and using resources to execute.
• Ensure all customers’ escalations are handled properly or passed along to reporting manager when required. Follow through on all requests with all levels of the organization.
• Develop a thorough knowledge and understanding of company software, product and our customer.
• Help customers over the phone (sometimes other channels as needed) with a variety of topics, primarily using our internal computer software and systems to research solutions and document their accounts, so being detail-oriented is critical.
• Complete understanding of navigating our B2C website.
• Complete understanding of navigating Amazon seller account.
• Thorough understanding and enforcing of our policies and procedures.

Qualifications:

• Minimum 1 – 2 years direct to consumer experience, preferably in the Customer Service area.
• Superior written and oral communication skills.
• Excellent people skills.
• Problem-solving skills
• PC proficiency, including MS Word, Excel & Outlook
• Dependable
• Retail Shoe knowledge is a plus
• Experience with Gorgias or any other customer service platform a plus
• Shopify Experience a plus
• Previous call center experience is a plus
• Must thrive in a fast-paced environment and possess the ability to adapt, multi-task, and meet deadlines
• Extremely organized, with excellent verbal and written communication skills and an acute attention to detail
• Strong work ethic and personal accountability
• Strong time management

We offer:

• Competitive wages and benefits
• Company paid holidays and vacation
• Profit sharing program
• Advancement opportunities

We encourage qualified candidates to apply and join our growing team!

Spring Footwear Corp. is an EEO employer, all employment is contingent upon a successful drug and background screening, as applicable to the job specifications. We administer the Florida Drug Free Workplace program, and as such, employees may be subject to reasonable suspicion drug tests, as ascribed by the Florida law.