Journeys Bilingual (Spanish/English) Customer Service Representative - Remote (TN and FL Residents)

Genesco•Tallahassee, FL

7h•Remote

About The Position

As a Bilingual Customer Service Representative, you will be responsible for answering inbound interactions from our Journeys customers related to placing, tracking, updating, and canceling orders. As well as providing website and product knowledge and information and assisting with requests related to customer store experiences.

Requirements

High school diploma or GED.
1-2 years of customer service or retail experience preferred.
Strong verbal, written, and interpersonal communication skills.
Ability to thrive in a fast-paced, dynamic environment while meeting performance expectations.
Proficiency in learning and using new software applications.
Excellent problem-solving and conflict resolution skills.
Strong attention to detail and ability to multitask effectively.
Reliable attendance and willingness to work a flexible schedule, including performance-based schedule bidding.
Fluent in English and Spanish with strong typing skills (must meet minimum words-per-minute requirement).
Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality.
Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system. Tablets, Chromebooks, and MacBook Airs are not permitted.
RAM: Minimum of 16 GB.
Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup).
Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours.
Web Camera: Integrated or external webcam.
Mouse: External mouse required.
Cell Phone: Must have Wi-Fi capability and a charger.
Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed. Minimum speed: 50 Mbps download / 5 Mbps upload. Recommended speed: 100+ Mbps download / 10+ Mbps upload. Test your speed at www.speedtest.net. You must pass the official system test at www.networktest.twilio.com using Google Chrome.
Power: Devices must remain charged at all times to avoid work disruptions.
Verification: All equipment and internet access are your responsibility and will be verified during onboarding.

Responsibilities

Handling incoming interactions from customers concerning orders, promptly providing complete and accurate information, and updating customer account details as necessary.
Efficiently using various computer software and applications to accomplish tasks such as navigating customer accounts, writing case notes, assisting in the ordering process, and inputting payment information.
Personalizing all interactions while acting as an ambassador of the Journeys brand to maintain customer loyalty and retention.
Meeting and maintaining the standard of expectations with attendance and all Key Performance Indicators (KPIs).
Ensuring and maintaining the safety, security, and privacy of all customer information.
Completing additional tasks as required to support business needs.