Customer Care Team Lead - Inspire, Coach & Elevate Service

Famous Footwear; St. Louis (MO); On-site; USD 50,000 - 72,000; Full time

Benefits offered by this job

Shoe discounts

On-demand pay

Career development

Day-one benefits

Mental wellness

Casual dress code

Training program

Recognition programs

Site amenities

Job summary

Caleres is seeking a People-First Consumer Care Leader to coach a team, elevate customer experiences, and drive performance across channels. The role emphasizes developing talent, improving processes, and partnering with cross-functional teams to meet brand standards and service goals.

A strong background in customer service, coaching, and KPI management is essential. The position requires a high school diploma (some college preferred) and background checks.

Qualifications

• Retail call center experience preferred
• One year customer service or retail experience
• High School diploma with some college (college degree preferred)
• Note: This position requires a credit and criminal background check
• Proven ability to coach and develop staff
• Proven ability to manage staff to achieve expectations
• Proven ability to make recommendations to improve processes
• Ability to develop and motivate a team
• Excellent oral, written and interpersonal communication skills
• Superb listening, probing and de-escalation skills
• Excellent phone skills, customer service skills and troubleshooting expertise
• Ability to work independently, organize and prioritize work load, meet deadlines and utilize a degree of creativity and latitude to accomplish goals
• Understanding of business implications of decisions
• Adapts quickly in a fast paced, changing environment
• Practice strong attention to detail, follow up, multi-tasking and organizational skills
• Ability or experience to manage to performance standards
• Proficient in Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills.

Responsibilities

• Lead, coach, and develop a team of Consumer Care Associates to deliver exceptional service and exceed goals.
• Elevate the customer experience with first-contact resolution and personalized interactions.
• Develop talent through coaching, feedback, and development opportunities.
• Drive performance by setting expectations around quality, productivity, and customer satisfaction.
• Monitor KPIs, service levels, and trends; use data to improve results.
• Manage escalated customer interactions and provide hands-on leadership.
• Identify opportunities to streamline processes and leverage technology.

Skills

Leadership

Coaching

Customer service

People management

Communication

Problem solving

KPIs & performance

Staff development

De-escalation

Microsoft Office

Education

High School diploma

Some college preferred

Tools

Microsoft Office Suite

Job description

Caleres is seeking a People-First Consumer Care Leader to coach a team, elevate customer experiences, and drive performance across channels. The role emphasizes developing talent, improving processes, and partnering with cross-functional teams to meet brand standards and service goals.

A strong background in customer service, coaching, and KPI management is essential. The position requires a high school diploma (some college preferred) and background checks.