Representative, Email at Famous Footwear in Clayton, MO

What We Do – Accountabilities

Assures effective and efficient handling of consumer via electronic communication, mail, social media, or phone calls while meeting key performance indicators Assures the accuracy of product knowledge and procedures to handle customer inquiries

Assures the growth of customer retention by providing positive and professional interactions

Essential Functions

Drive customer satisfaction through email and social chat communications Resolve customer concerns efficiently and effectively to drive key performance indicators

Utilize resources to service customers across all Brands; keeping detailed interaction notes Regularly evaluates processes, challenges the norm and recommends improvements Recognizes, documents, and alerts supervisors of trends in customer concern trends Demonstrates effective issue resolution techniques and follows up appropriately Provides phone support for the call center during peak times

Performs and completes tasks and projects as assigned

Preferred Qualifications & Education

1 year customer service, retail experience Retail call center experience preferred High School diploma Proficiency on the computer, including excellent navigation of the internet and keyboarding skills Excellent written and verbal communication Clear and concise writing skills Excellent problem solving and conflict resolution Strong organization and time management skills Ability to work in high pace environment, flexible, good math skills, detail oriented, accountable, and have selling skills Ability to work independently and focused on task When answering emails and social media correspondence, person must have the ability to be proactive with response so situation is resolved on first contact Required: Basic Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills

Physical Requirements and/or Environment

Office/Cubicle