Job Details
Ability to provide world class customer support by adopting and meeting Shoe Carnival's Corporate Core Customer Service Goals.
,
If you enjoy using your customer service experience and have a background in store retail operations, this is a wonderful opportunity to join a collaborative and experienced team!
This position is located at Shoe Carnival's Corporate Headquarters at 7500 E Columbia Street, Evansville, Indiana. This position will report to the corporate office on Monday through Thursday with the opportunity to work from home on Friday.
Summary:
The Customer Service Specialist oversees the daily activities of our external customer service vendors and ensures a consistent approach to customer service across all touch points.
- Acts as an escalation point (next level of service) for all customer concerns and takes ownership to ensure timely follow up and resolution.
- Responds to inquiries about topics such as loyalty, pricing, charges/settlements, and delivery via phone or email.
- Monitors programs such as Same Day Delivery and Social Media for customer issues.
- Works in cloud-based platforms related to order placement, shipment, payment, fraud, case management, order fulfillment, and loyalty.
- Works closely with other departments such as eCommerce on enhancements and new programs that improve customer experience.
- Monitors external customer service vendor activity to verify timeliness, accuracy, and provides input on training.
- Routinely serves as back-up to other team members.
Requirements:
- 2 years of Customer Service experience required.
- Prior experience with an omni-channel retailed preferred.
- Experience in Microsoft Office including Excel, Word, and Outlook required.
- Excellent critical thinking and decision-making skills.
- Ability to work independently or as part of a team and build collaborative relationships.
- Excellent verbal and written communication skills.
- Flexible, detail-oriented with a positive attitude.
- Ability to learn and possess a comprehensive knowledge of Shoe Carnival's loyalty and customer service programs.
Total Rewards:
The Shoe Carnival, Inc. Total Rewards program offers eligible associates highly competitive benefits, including the following:
- Competitive Pay
- Paid Time Off (Vacation & Sick Time)
- Comprehensive Medical, Dental, & Vision Benefits
- Flexible Spending Accounts
- Life, Disability, and Voluntary Benefits
- Fitness Membership Discounts
- Employee Assistance Program
- 401(k) Retirement Plan
- Employee Stock Purchase Plan
- Employee & Family Discounts
- Relocation Assistance is NOT available for this position at this time
# Corporate
Shoe Carnival, Inc. is an Equal Opportunity Employer.