Customer Experience Lead: Escalations & Coaching

Caleres, Inc.; Clayton (MO); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Shoe discounts

Benefits start day one

Get paid when you want

Mental wellness

Relaxed dress code

Job summary

Caleres, Inc. in Clayton, MO is seeking a Representative, Advance Services to join our dynamic footwear team. You will handle escalated customer issues, provide coaching to teammates, and strive to deliver exceptional service that reduces repeat contacts.

The role supports incident tickets and emails while driving improvements in policies and procedures affecting customer experience. Join a company with a rich 145+ year legacy and brands like Famous Footwear, Sam Edelman and Naturalizer.

Qualifications

• Experience handling escalated customer issues with empathy.
• Ability to coach and mentor colleagues to improve service quality.
• Strong communication and problem-solving skills.

Responsibilities

• Resolve escalated customer issues with professionalism and empathy
• Support and mentor associates to improve problem-solving and product knowledge
• Deliver exceptional customer service by resolving issues at first contact
• Manage workflows and backlogs by supporting incident tickets and emails
• Drive continuous improvement by tracking trends and recommending policy changes

Skills

Customer service

Problem solving

Communication

Job description

Caleres, Inc. in Clayton, MO is seeking a Representative, Advance Services to join our dynamic footwear team. You will handle escalated customer issues, provide coaching to teammates, and strive to deliver exceptional service that reduces repeat contacts.

The role supports incident tickets and emails while driving improvements in policies and procedures affecting customer experience. Join a company with a rich 145+ year legacy and brands like Famous Footwear, Sam Edelman and Naturalizer.