Customer Experience Specialist- Temporary- Johnston & Murphy

Genesco; Nashville (TN); On-site; USD 35,000 - 45,000; Full time

Job summary

Genesco is seeking a Customer Experience Specialist I to provide prompt and intermediate support to Johnston & Murphy customers and retail locations across the US. The role requires excellent verbal and written communication, problem-solving, empathy, and a customer-first mindset.

You will handle orders, shipments, and returns via phone and email, collaborate with other departments, and contribute to process improvements while upholding the brand's core values.

Qualifications

• 1-2 years of customer service/call center experience; 1 year of retail preferred.
• High school diploma or equivalent; some college preferred.
• Proficient in Microsoft Office; Word and Excel.
• Excellent verbal and written communication skills.
• Ability to quickly learn new software and applications.
• Must be able to work a scheduled shift 7:00am–7:00pm Mon–Fri with occasional Saturday 9:00am–2:00pm.

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; works with a sense of urgency and moves issues to closure.
• Assist with special projects within our Retail Operations and E-Commerce Departments.

Skills

Customer service

Call center

Verbal & written communication

Multitasking

Problem solving

Empathy

Education

High school diploma or equivalent

Some college

Tools

Microsoft Word

Microsoft Excel

Job description

Job Summary:

As the Customer Experience Specialist I, you will be responsible for providing prompt and intermediate support to Johnston & Murphy customers, and Johnston & Murphy retail locations across the US. The ideal candidate has excellent verbal and written communication skills, is a problem solver with the ability to think creatively to resolve issues and is both empathetic and understanding of doing what is right for the customer. To be successful in this role, you must have the ability to effectively multi-task and manage your work as well as learn new software and applications.

Job 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; works with a sense of urgency and moves issues to closure
• Assist with special projects within our Retail Operations and E-Commerce Departments

Job Requirements:

• 1-2 years of customer service/call center experience; 1 year of retail experience preferred
• High school diploma or equivalent, some college preferred.
• Proficient in Microsoft Office; especially Word and Excel
• Ability to quickly learn new software and applications
• Excellent verbal and written communication skills
• Follow procedures in place with minimal error
• Ability to manage work and effectively multi-task
• Use effective interpersonal skills and customer focused attitude to contribute to the success of the team
• Must be able to work a scheduled shift between the hours of 7:00am and 7:00pm Monday - Friday and an occasional Saturday shift from 9:00am to 2:00pm.