Representative, Email

Caleres • Clayton, MO

11d

About The Position

The Representative, Email supports customer satisfaction and retention by handling consumer inquiries through email and social chat, with additional support by phone during peak call-center periods. The role provides accurate product information and uses company resources to service customers across all brands while documenting interactions and resolving concerns efficiently and professionally.

The representative follows customer-service procedures and performance indicators, identifies recurring concerns, and alerts supervisors to trends. The role also evaluates processes, recommends improvements, follows up on issues as appropriate, and completes assigned tasks and projects.

Requirements

• At least one year of customer service or retail experience.
• High school diploma.
• Proficiency with computers, including internet navigation and keyboarding.
• Excellent written and verbal communication skills, including clear and concise writing.
• Strong problem-solving and conflict-resolution skills.
• Strong organization and time-management skills.
• Ability to work in a fast-paced environment and be flexible, detail-oriented, accountable, and focused on tasks.
• Good math skills and selling skills.
• Ability to work independently.
• Ability to respond proactively to email and social media correspondence to resolve situations on first contact.
• Basic Microsoft Office Suite skills.
• Intermediate PC, Windows, internet, data-entry, and typing skills.

Nice To Haves

• Retail call-center experience.

Responsibilities

• Handle consumer communications through email and social chat, and provide phone support to the call center during peak times.
• Resolve customer concerns efficiently and effectively while meeting key performance indicators.
• Use resources to service customers across all brands and maintain detailed interaction notes.
• Provide accurate product knowledge and follow procedures when handling customer inquiries.
• Promote customer retention through positive and professional interactions.
• Evaluate processes, challenge existing practices, and recommend improvements.
• Recognize and document recurring customer concerns and alert supervisors to trends.
• Use effective issue-resolution techniques and follow up appropriately.
• Complete assigned tasks and projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED