Senior Customer Service & Escalations Lead

Famous Footwear; St. Louis (MO); On-site; USD 21,000 - 30,000; Full time

Job summary

Caleres, including Famous Footwear, is hiring for a Full-Time Customer Service role in the St. Louis, MO area. You will handle escalated customer inquiries via phone, email, and social media, mentor front-line staff, and ensure timely, accurate resolution of issues.

Ideal candidates have 1+ year in customer service or retail, strong communication, empathy, and multitasking abilities. The role requires a 7-day operation including nights and weekends, with basic Microsoft Office proficiency.

Qualifications

• High School diploma required, some college preferred.
• Retail or consumer service experience a plus.
• Credit and criminal background check required.
• Proficiency with Microsoft Office and basic computer skills.

Responsibilities

• Handle escalated consumer compliments or complaints via phone, email, and social media.
• Act as trainer/mentor to front line Associates.
• Support front line by answering questions and resolving customer issues.
• Provide exceptional service by resolving issues and improving customer experience.

Skills

Customer service

Communication

Retail

Multitasking

Problem solving

Empathy

Education

High School diploma

Some college

Tools

Microsoft Office

Internet navigation

Data entry

Job description

Caleres, including Famous Footwear, is hiring for a Full-Time Customer Service role in the St. Louis, MO area. You will handle escalated customer inquiries via phone, email, and social media, mentor front-line staff, and ensure timely, accurate resolution of issues.

Ideal candidates have 1+ year in customer service or retail, strong communication, empathy, and multitasking abilities. The role requires a 7-day operation including nights and weekends, with basic Microsoft Office proficiency.