Remote - Customer Service Representative Details

Remote - Customer Service Representative

Genesco Inc - Clarksville, TN

Employment Type : Full-Time

This position is responsible for providing excellent customer service and sales support for stores, in-store customers, and online customers resolving all customer service issues to satisfactory resolution. This includes addressing questions related to store policy, online order status, merchandise features & use, and uncovering customer needs to facilitate online customer upsell. The CSR engages every customer via phone, email, website, mail, social media, or other communication venues. As a Customer Service Representative, this position plays a vital role in establishing customer loyalty, which leads to customer retention.

Job Responsibilities:

• Answer inbound calls, chats, emails, and texts to assist customers and store employees.
• Effectively multi-task while managing constant incoming interactions.
• Identify and assess customer needs, to resolve customer issues and ensure superior customer satisfaction.
• Use trained methods and tools to provide customers with accurate, valid, and complete information.
• Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions.
• Build personal connections and establish trusting relationships to ensure customer retention and maintain customer loyalty.
• Follow and promote all company policies, guidelines, procedures, and expectations.
• Maintain the safety and security of customer information.
• Meet and exceed goals and standards of performance.
• Complete additional tasks as business needs permit.

Must possess strong communication (verbal, listening, and written) and interpersonal skills.

• Excellent computer and typing skills.
• Must demonstrate strong problem solving and multi-tasking skills in a fast paced environment.
• Must have ability to handle and resolve conflict positively.
• Must be able to work both independently and as a team.
• Must be able to demonstrate good follow-up and follow-through techniques.

Requirements:

• High school diploma or equivalent required.
• Regular, predictable, full attendance is an essential function of the job.