Journeys - Chat Support Representative - Temp-to-Hire (Onsite)

Genesco Inc.; Nashville, Northern (TN, KY); Hybrid; USD 19,000 - 25,000; Full time

Benefits offered by this job

Weekly pay

Paid training

Perfect attendance bonus ($100/wk)

Contracted role with potential for on‑

Job summary

Journeys is seeking dedicated Seasonal Chat Support Representatives to handle inbound chats, texts, and emails about orders, tracking, updates, and product information. This contracted role offers potential for permanent employment based on performance and business needs, with a work-from-home option for Tennessee residents.

The role requires 40 hours per week across CST schedules, with additional coverage during peak times.

Qualifications

• Customer service or retail experience preferred but not required.
• Strong verbal and written English communication.
• Able to connect with customers and respond effectively to their needs.
• Fast-paced environment with performance goals.
• Professionalism in handling and de-escalating conflicts.

Responsibilities

• Address and resolve customer inquiries regarding orders, ensuring information is accurate.
• Use computer systems to access accounts, document notes, process orders, and handle payments securely.
• Represent the Journeys brand and build customer loyalty.
• Meet attendance requirements and KPIs to maintain service standards.
• Protect customer data by following company policies and procedures.
• Perform other duties to support business operations.

Skills

Customer service

Retail experience

Communication

Interpersonal skills

Adaptability

Problem solving

Conflict resolution

Availability

Job description

We are seeking dedicated and customer-focused individuals to join our team as Seasonal Chat Support Representatives at Journeys. This contracted position offers the potential for permanent employment based on performance and evolving business needs. In this role, you will handle inbound customer chats, texts, and emails – assisting with order information, tracking, updates, cancellations, and providing detailed information about our products and website. Your commitment to delivering exceptional service will play a key role in creating positive experiences for our customers.

Note: Work From Home opportunity available only to Tennessee residents.

Key Responsibilities:

• Customer Interaction: Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up to date.
• Data Management: Use various computer software and systems to access customer accounts, document case notes, process orders, and securely handle payment information.
• Brand Representation: Serve as an ambassador for the Journeys brand by personalizing each interaction and building customer loyalty.
• Performance Standards: Meet attendance requirements and key performance indicators (KPIs) to maintain a high standard of service.
• Information Security: Ensure the safety and privacy of customer data by following all company policies and procedures.
• Additional Support: Perform other duties as needed to support overall business operations.

Qualifications:

• Experience: Previous customer service or retail experience is preferred but not required.
• Communication Skills: Strong verbal and written communication skills, including proficiency in English grammar and syntax.
• Interpersonal Skills: Ability to connect with customers and respond effectively to their needs.
• Adaptability: Comfortable working in a fast-paced, constantly changing environment while meeting performance goals.
• Problem-Solving: Ability to quickly learn, assess issues, and provide clear and accurate solutions.
• Conflict Resolution: Professionalism in handling and de-escalating conflicts.
• Availability: Must be able to work 40 hours per week, scheduled in 8-hour shifts during the following hours of operation (CST):
• Sunday: 10:00 AM - 7:00 PM
• Monday-Friday: 7:00 AM - 8:00 PM
• Saturday: 9:00 AM - 6:00 PM
• Note: Business hours may extend during peak times to meet coverage needs.

What We Offer:

• Perfect Attendance Bonus: Earn an additional $100 per week for maintaining 100% perfect attendance.
• Weekly Pay: Receive weekly payment every Friday.
• Paid Training: Start with two weeks of fully paid training to set you up for success.
• Supportive Team Environment: Join a collaborative and inclusive team that values your contributions.
• Career Opportunity: This is a contracted role for 90-days, with the potential for permanent, onsite employment based on performance and business needs.