Assistant Manager, Consumer Care

Caleres•Clayton, MO

3d•Onsite

About The Position

Founded in 1878, Caleres, originally known as Brown Shoe Company, is a global footwear company comprised of some of the world’s most loved brands including Famous Footwear, Sam Edelman, Naturalizer, Dr. Scholl's, and Allen Edmonds and many more. Caleres' legacy includes 145+ years of craftsmanship, a passion for fit with a mission to inspire people to feel great…feet first. At Caleres, our Consumer Care team does more than answer questions. We build loyalty, strengthen our brands, and create experiences that keep customers coming back. In this leadership role, you'll oversee a team of customer service professionals while driving operational performance, process improvements, and exceptional customer experiences. You'll serve as both a coach and a business partner, empowering your team to deliver results while identifying opportunities to enhance efficiency and service quality. This role is ideal for a leader who thrives in a fast-paced environment, enjoys developing talent, and is motivated by delivering continuous improvement and business impact.

Requirements

High School Diploma required
Some college preferred; Bachelor's degree preferred
Retail call center experience preferred
Proven experience leading, coaching, and developing teams
Experience driving performance, accountability, and employee engagement
Strong customer service, troubleshooting, and de-escalation skills
Ability to identify and implement process improvements
Proficiency in Microsoft Office Suite and business applications
Credit and criminal background check required

Nice To Haves

Retail call center experience preferred
One year customer service or retail experience
High School diploma with some college (college degree preferred)
Proven ability to coach and develop staff
Proven ability to manage staff to achieve expectations
Proven ability to make recommendations to improve processes
Ability to develop and motivate a team
Excellent oral, written and interpersonal communication skills
Superb listening, probing and de-escalation skills
Excellent phone skills, customer service skills and troubleshooting expertise
Ability to work independently, organize and prioritize work load, meet deadlines and utilize a degree of creativity and latitude to accomplish goals
Understanding of business implications of decisions
Adapts quickly in a fast paced, changing environment
Practice strong attention to detail, follow up, multi-tasking and organizational skills
Ability or experience to manage to performance standards
Proficient in Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills.

Responsibilities

Inspire, coach, and develop a team of Consumer Care Associates to deliver exceptional service, exceed performance goals, and grow their careers.
Drive first-contact resolution and ensure every interaction is friendly, efficient, personalized, and reflective of our brands.
Create a culture of accountability, trust, recognition, and continuous learning while empowering associates through coaching, feedback, and development opportunities.
Establish clear expectations around quality, productivity, adherence, and customer satisfaction while motivating teams to consistently exceed goals.
Monitor KPIs, service levels, and performance trends, using data and coaching to improve both individual and team performance.
Manage escalated customer interactions and provide hands-on leadership that helps associates navigate challenges with confidence.
Identify opportunities to streamline processes, leverage technology, eliminate inefficiencies, and continuously improve the customer experience.
Collaborate with Workforce Management, Operations, and cross-functional teams to optimize staffing, service delivery, and business performance.
Build strong relationships with corporate, brand, and internal partners while championing the value of Consumer Care across the organization.
Provide operational oversight and leadership coverage across customer service channels while adapting to changing business needs.

Benefits

30% Associate Discount across Caleres brands
Access to earned wages before payday
Career Development and Learning Opportunities (Learning Database of 12,000+ courses, LinkedIn Learning)
Upfront education assistance
401k
Health benefits
PTO
Free, 24/7 confidential support and resources through CompPsych EAP for eligible associates
Relaxed Dress Code
Extensive hands-on training program
Recognition programs, contests, events, and celebrations
Site Perks: Located near bus and metro stations, dedicated workspaces, a Grab & Go Market, fitness center, and complimentary coffee and soda.