Consumer Care Representative

Famous Footwear; St. Louis (MO); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Benefits from Day One

Paid training and career development

Employee assistance program (EAP)

On-demand pay access

Job summary

Caleres seeks a dedicated Consumer Care Representative to provide warm, professional support to customers by phone, email, and chat as needed. You will handle orders, returns, payments, and product inquiries with accuracy and empathy, helping to resolve issues and build lasting relationships.

Key responsibilities include navigating multiple systems, documenting interactions, and meeting performance targets while contributing to a positive customer experience across Caleres brands.

Qualifications

• High school diploma or equivalent.
• Previous customer service or related experience.
• Proficiency with PCs and navigating multiple systems.
• Experience in performance-driven environments with service goals.
• Experience using CRM and order management systems.
• Strong verbal communication and relationship-building skills.
• Excellent problem-solving and decision-making abilities.
• Strong organizational and time-management skills.
• Ability to multitask in a fast-paced environment.
• Flexible, adaptable, and team-oriented with reliability.

Responsibilities

• Provide friendly, professional support to customers via inbound phone interactions.
• Assist customers with orders, returns, exchanges, payments, and product information.
• Actively listen to understand needs and deliver timely solutions.
• Navigate multiple systems and document interactions accurately.
• Resolve concerns with empathy and professionalism to ensure satisfaction.
• Build loyalty by delivering positive experiences and long-term relationships.
• Identify opportunities to recommend products and services.
• Meet service, quality, productivity, and performance targets.
• Collaborate with teammates and leaders to improve the customer experience.

Skills

Customer service

Verbal communication

Problem solving

Time management

Multitasking

Reliability

Education

High school diploma

Tools

CRM

Order management systems

Job description

Founded in 1878, Caleres, originally known as Brown Shoe Company, is a global footwear company comprised of some of the world’s most loved brands including Famous Footwear, Sam Edelman, Naturalizer, Dr. Scholl's, and Allen Edmonds and many more. Caleres' legacy includes 145+ years of craftsmanship, a passion for fit with a mission to inspire people to feel great…feet first.

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

Caleres is an Equal Opportunity Employer by choice. We believe our company should be as diverse as the consumers we serve. We seek and engage talented individuals from all backgrounds, ethnicities, genders, lifestyles, and belief systems.

Caleres is invested in our Associates. We regularly review our pay matrices and update appropriately based on need. Starting pay is determined by several factors, including relevant skills, qualifications, and experience. The actual pay will equal or exceed the required minimum wage applicable to the job location. Please visit yourcaleres.com to review all associated benefits.