Representative, Email

Caleres • Clayton, MO

10d

About The Position

The Representative, Email assures effective and efficient handling of consumer inquiries through electronic communication, mail, social media, and phone while meeting key performance indicators. The role maintains accurate product knowledge and applies procedures to handle customer inquiries, supporting customer retention through positive and professional interactions.

The representative drives customer satisfaction through email and social chat, resolves customer concerns, and provides phone support to the call center during peak times. The role also documents customer interactions, identifies trends, recommends process improvements, follows up on issue resolution, and completes assigned tasks and projects.

Requirements

• One year of customer service or retail experience.
• High school diploma.
• Computer proficiency, including excellent internet navigation and keyboarding skills.
• Excellent written and verbal communication skills.
• Clear and concise writing skills.
• Strong problem-solving and conflict-resolution skills.
• Strong organization and time-management skills.
• Ability to work in a fast-paced environment; flexibility, good math skills, attention to detail, accountability, and selling skills.
• Ability to work independently and stay focused on tasks.
• 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

• Drive customer satisfaction through email and social chat communications.
• Resolve customer concerns efficiently and effectively to meet key performance indicators.
• Use resources to serve customers across all brands and maintain detailed interaction notes.
• Evaluate processes, challenge existing practices, and recommend improvements.
• Recognize and document trends in customer concerns and alert supervisors.
• Demonstrate effective issue-resolution techniques and follow up appropriately.
• Provide phone support for the call center during peak times.
• Perform and complete assigned tasks and projects.

What This Job Offers

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