Consumer Care Representative

Our Consumer Care Representatives are more than call agents. They are problem solvers, brand ambassadors, and trusted partners who create exceptional experiences for customers every day. Whether helping someone track an order, find the right product, or resolve an issue, you'll have the opportunity to make a meaningful impact with every conversation. 

If you're energized by helping people, thrive in a fast-paced environment, and take pride in delivering outstanding service, this may be the perfect fit for you.

Schedule

• Monday through Friday, 9:00 a.m. to 6:00 p.m.
• Rotating Saturdays, 10:00 a.m. to 5:00 p.m.
• Additional hours and overtime opportunities may be available based on business needs.

What You'll Do

• Provide friendly, professional, and personalized support to customers through inbound phone interactions.
• Assist customers with orders, returns, exchanges, payments, product information, promotions, shipping inquiries, and account-related questions.
• Listen actively to understand customer needs and deliver timely, effective solutions.
• Navigate multiple systems simultaneously while accurately documenting customer interactions.
• Resolve customer concerns with empathy, professionalism, and a commitment to customer satisfaction.
• Build customer loyalty by creating positive experiences and fostering long-term relationships.
• Identify opportunities to recommend products and services that enhance the customer experience.
• Meet established service, quality, productivity, and performance expectations.
• Collaborate with teammates and leaders to continuously improve the customer experience.

Preferred Qualifications & Education

• High school diploma or equivalent
• Previous customer service, contact center, retail, hospitality, sales, or other customer-facing experience.
• Proficiency with PCs, including internet navigation, accurate keyboarding, and the ability to quickly learn and navigate multiple systems simultaneously, is required.
• Experience working in a performance-driven environment with service, quality, or productivity goals.
• Experience using CRM, order management, or other customer support systems.
• Strong verbal communication skills with the ability to build rapport, actively listen, and provide exceptional customer service.
• Excellent problem-solving skills with the ability to assess situations, identify solutions, and make sound decisions.
• Strong organizational and time management skills, with the ability to prioritize tasks and manage competing responsibilities effectively.
• Ability to multitask in a fast-paced environment while maintaining accuracy, attention to detail, and professionalism.
• Flexible, adaptable, and solution-oriented, with the ability to embrace change and learn new processes and technologies.
• Ability to work independently while contributing positively to a collaborative team environment.
• Dependable and reliable, with a demonstrated commitment to consistent attendance and punctuality.

Why You'll Love Working Here

• Benefits beginning on Day One
• Paid training and ongoing career development opportunities
• Mental wellness resources and Employee Assistance Program (EAP)
• On-demand pay access before payday
• Retirement savings and education assistance programs
• 30% Associate discounts across Caleres brands
• Complimentary coffee, soft drinks, and sparkling water to keep you refreshed throughout the day
• Convenient onsite grab-and-go market offering snacks, meals, and everyday essentials
• Access to an onsite fitness center to support your health and wellness goals
• Supportive, inclusive, and team-oriented culture where associates are valued and recognized
• Opportunities to grow your career with a leading global footwear company and portfolio of iconic brands

Physical Requirements and/or Environment

• Office/Cubicle