Customer Care Team Lead — Elevate Experience & Growth

Caleres, Inc.; St. Louis (MO); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

30% discount

Earn on demand

Learning opportunities

Benefits from day one

Mental wellness

Casual dress code

Training program

Recognition programs

Site amenities

Job summary

Caleres, Inc. in St. Louis, MO, seeks a visionary leader to head the Consumer Care function, coaching a team of service professionals to deliver best-in-class customer experiences across our brands.

You will drive performance, streamline processes, partner with cross-functional teams, and implement continuous improvements that raise satisfaction, loyalty, and business impact while supporting a fast-paced retail environment.

Qualifications

• Retail call center experience preferred
• One year customer service or retail experience
• Credit and criminal background check required
• Proven ability to coach and develop staff
• Proven ability to manage staff to achieve expectations
• Proven ability to make recommendations to improve processes
• Proven ability to develop and motivate a team
• Excellent oral, written and interpersonal communication skills
• Excellent phone skills, customer service skills and troubleshooting expertise
• Ability to work independently, organize and prioritize work load
• Understanding of business implications of decisions
• Adapts quickly in a fast paced environment
• Strong attention to detail and organizational skills
• Proficiency in Microsoft Office Suite
• Experience leading, coaching, and developing teams

Responsibilities

• Lead, inspire, and develop a team of Consumer Care Associates
• Elevate the customer experience with first-contact resolution and brand reflection
• Drive performance with quality, productivity, and customer satisfaction
• Own results by monitoring KPIs and trends and coaching accordingly
• Solve and support by managing escalated interactions and coaching
• Improve processes by identifying inefficiencies and leveraging technology
• Partner with Workforce Management and cross-functional teams on staffing
• Represent the business with internal partners and stakeholders
• Lead day-to-day operations across customer service channels

Skills

People leadership

Coaching

Customer experience

Strategic thinking

Problem solving

Strong communicator

Collaboration

Education

High School Diploma

Some college

Bachelor's degree

Tools

Microsoft Office Suite

Job description

Caleres, Inc. in St. Louis, MO, seeks a visionary leader to head the Consumer Care function, coaching a team of service professionals to deliver best-in-class customer experiences across our brands.

You will drive performance, streamline processes, partner with cross-functional teams, and implement continuous improvements that raise satisfaction, loyalty, and business impact while supporting a fast-paced retail environment.