Customer Experience Specialist - Support & Brand Ambassador

Genesco; Nashville (TN); On-site; USD 34,000 - 42,000; Full time

Job summary

Johnston & Murphy, part of Genesco, seeks a Customer Experience Specialist I to provide prompt support to customers and retail locations across the US. The role emphasizes clear communication, problem solving, and brand advocacy.

The ideal candidate will handle orders, shipments, and returns via phone and email, while meeting team goals and contributing to process improvements. A strong focus on customer satisfaction is essential.

Qualifications

• 1–2 years of customer service or call center experience.
• Retail experience preferred.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office; Word and Excel.
• Ability to quickly learn new software and applications.
• Follow procedures with minimal error.

Responsibilities

• Provide timely support via phone and e-mail from customers, retail stores and other departments concerning orders, shipments and returns
• Meet individual and team customer focused goals
• Provide timely feedback regarding system needs, process improvements, website issues or customer concerns
• Act as an ambassador for the brand, and adhere to an appropriate and effective set of core values
• Make good decisions based on analysis and knowledge; work with urgency and move issues to closure
• Assist with special projects within our Retail Operations and E-Commerce Departments

Skills

Customer service

Verbal communication

Written communication

Multi-tasking

Interpersonal skills

Problem solving

Education

High school diploma or equivalent

Some college preferred

Tools

Microsoft Office (Word)

Microsoft Excel

Job description

Johnston & Murphy, part of Genesco, seeks a Customer Experience Specialist I to provide prompt support to customers and retail locations across the US. The role emphasizes clear communication, problem solving, and brand advocacy.

The ideal candidate will handle orders, shipments, and returns via phone and email, while meeting team goals and contributing to process improvements. A strong focus on customer satisfaction is essential.