HYBRID - Multimedia CSR Full-Time (Tier 1) - job 1 of 2

As the Onsite/Hybrid Multimedia - Customer Service Representative, you will be responsible for championing strong relationships with both internal and external customers by providing prompt and intermediate support to Journeys customers. The ideal candidate has excellent problem-solving skills and can effectively communicate through written means. To operate successfully in this role, you must be able to provide accurate, quick, and creative solutions while multi-tasking effectively and navigating learned applications and software.

Job Responsibilities:

• Assist customers and employees through chats, emails, SMS text messaging, and social media concerning orders, shipments, and returns.
• Exhibit and utilize critical thinking, empathy, reading comprehension, and problem-solving skills to provide positive and creative options for customer resolutions.
• Ensure and maintain the safety, security, and privacy of customer information.
• Meet individual and team customer-focused goals while maintaining the standard of expectations with all Key Performance Behaviors:
  • Connect – Customizing interactions with positive phrasing and empathy.
  • Resolve – Verifying, collecting, and confirming data, while providing resolutions.
  • Wrap Up – Accurately saving customer information and notating necessary follow-up work.
  • Drive Sales – Promote and encourage company incentive programs and upsell merchandise.
  • Typing – Sustaining minimal typos, punctual errors, and grammatical errors during interactions.
• Act as an ambassador of the brand and adhere to an appropriate and effective set of core values.
• Demonstrate regular and reliable attendance while making good decisions based on company policies, guidelines, procedures, and expectations.

• 1-2 years of customer service/retail experience, preferred.
• Ability to learn new software and applications.
• Ability to handle and resolve conflict positively and in a calm, professional manner.
• Ability to work both independently and in a team environment.

Requirements:

• High school diploma or equivalent.
• Ability to speak and type fluently in English.
• Excellent verbal and written communication skills.

To prepare you for this exciting opportunity in our brand-new office building, we offer:

• HUGE Employee Discount - 40% off on all retail priced footwear and accessories purchased at Genesco retail stores
• Full benefits package, including Medical, Dental and Vision
• 401K
• Direct deposit
• Paid time off
• On site gym
• Amazing growth opportunities!