Senior Customer Experience Specialist Escalations Mentor

Caleres; Clayton (MO); On-site; USD 38,000 - 46,000; Full time

Job summary

Caleres, a leading retailer in Clayton, MO, is seeking a customer service professional to support multiple channels including phone, email, and social media. You will handle escalated issues, mentor frontline staff, and help resolve inquiries efficiently while maintaining high standards of service.

Applicants should have at least one year of customer service or retail experience, prefer call center background, and demonstrate strong communication, typing, and computer skills.

Qualifications

• 1+ year customer service, retail or related experience.
• Retail call center experience preferred.
• High School diploma (with some college preferred).
• Credit and criminal background check is required.
• Proficiency with computers, including navigating the internet and keyboarding skills.
• Excellent communication and listening skills, detail oriented, ability to work in a high pace environment.
• Must demonstrate initiative, problem solving skills and follow through.
• Training skills and ability to think objectively.
• Adaptability to change and ability to mult-task across different business units.

Responsibilities

• Handle escalated consumer compliments or complaints.
• Act as trainer/mentor to front line Associates.
• Answer the internal assist line to help front line associates with questions and issues.
• Provide exceptional service by assisting customers via phone, email, and social media.
• Assist with incident and email backlog as needed.
• Track, report and suggest improvements to current policies and procedures.
• Make sound business decisions and resolve escalated customer issues professionally.
• Reduce contacts to call center by resolving issues at the point of contact.
• Follow up on status of issues to ensure customer needs are met.
• Provide guidance to front line Associates to improve problem-solving capability.
• Perform and complete tasks and projects as assigned.

Skills

Customer service

Communication

Multitasking

Problem solving

Empathy

Typing

Microsoft Office

Education

High School diploma

Some college

Tools

Microsoft Office Suite

Job description

Caleres, a leading retailer in Clayton, MO, is seeking a customer service professional to support multiple channels including phone, email, and social media. You will handle escalated issues, mentor frontline staff, and help resolve inquiries efficiently while maintaining high standards of service.

Applicants should have at least one year of customer service or retail experience, prefer call center background, and demonstrate strong communication, typing, and computer skills.