As the Remote 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.
Minimum Requirements
High school diploma or GED
1-2 years of customer service/retail experience preferred.
Ability to speak and type fluently in English.
Meet minimum requirement for words per minute on a typing evaluation.
Willing to work a schedule within the hours of operation and participate in recurring performance-based schedule bidding.
Demonstrate a strong work ethic including taking ownership and pride in your work and making good decisions based on company policies, guidelines, procedures, and expectations.
Qualifications and Skills
Strong communication (verbal, listening, and written) and interpersonal skills.
Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
Ability to sit for long periods of time.
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.
To prepare you for this exciting opportunity 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
Amazing growth opportunities!
Work From Home Requirements
A Dedicated, secure, and distraction-free workspace.
Fully functional hardware that meet the following requirements:
Is a Desktop or Laptop computer (Tablets or Chromebooks are NOT permitted)
Has the latest operating system installed prior to start date
Has a functional charger/power source
Has an operating system that can run Citrix
2 functional monitors (a laptop and a monitor or a desktop and 2 monitors)
A Cell phone with an active service contract with a Cell Phone Provider, a cell phone charger, a cell phone headset or USB headset with a microphone, a Web Camera (an integrated Web Camera in your Laptop or desktop is permitted), and external mouse.
A stable and reliable Internet service with a minimum of 50Mbps Download Speed and 5Mbps Upload speed (can check this at speedtest.net). Cannot use public Wi-Fi.
That my devices must remain Charged at all times to prevent disruption to calls (Laptop, Cell Phone, Headset).
