Consumer Services Associate - (LT16908) Job Listing at Brown Shoe Company, Inc. in St. Louis, MO

Retail

Consumer Services Associate - (LT16908)
Job Requisition ID: LT16908
Job Title: Consumer Services Associate
Job Type: Permanent
Location: St. Louis, MO

Job Description:
Brown Shoe Company is currently accepting applications for Full Time Consumer Services Associates. The consumer services department handles customer calls and operates 7 days a week. The hours of operation are M-F 7am-7pm and Sat. and Sun. 10am-6:30pm.

The anticipated start date for hires will be July 8, 2013 and interviews will be held during the first two weeks of June. Training will be 4 weeks long and will be 40 hours a week Mon-Fri 8:00-4:30. Associates must be available and present for all days of training.
Position Accountabilities
* Assures effective and efficient handling of consumer calls while meeting key performance indicators.
* Assures the accuracy of product knowledge and procedures to handle customer inquiries.
* Assures the growth of customer retention by providing positive and professional interactions.Profile Accountabilities
* Assures functional and organizational goals are met by:
* Consistently following approved processes
* Proactively developing internal business relationships
* Demonstrating creativity by generating ideas
* Replicating successful practices.
* Assures a collaborative environment that fosters and values partnerships, diversity, and trust by:
* Demonstrating a passion for meeting customer needs and exceeding customer expectations.
* Exhibiting selflessness by helping others
* Actively seeking the ideas of others and valuing differing perspectives
* Building trust by communicating honestly, directly, and candidly.
* Assures functional and organizational goals are met by:
* Consistently following approved processes.
* Proactively developing internal business relationships.
* Demonstrating creativity by generating ideas.
* Replicating successful practices.
* Assures a collaborative environment that fosters and values partnerships, diversity, and trust by:
* Demonstrating a passion for meeting customer needs and exceeding customer expectations.
* Exhibiting selflessness by helping others.
* Actively seeking the ideas of others and valuing differing perspectives.
* Building trust by communicating honestly, directly, and candidly.Position Essential Functions
* Handles all inbound sales, order inquiries and store situations in a professional manner.
* Researches and resolves a wide variety of customer questions/issues.
* Offers alternatives and options to satisfy customer concerns.
* Provides store/dealer locations to inquiring consumers for Brown Shoe retailers.
* Handle consumer questions regarding product specifications.
* Maintains knowledge of fashion trends and ability to communicate fashion trends to consumer.
* Communicates website and in-store promotions/policies in articulate manner.
* Handles multiple tasks (i.e. talking with customers while accessing information and/or input in computer).
* Adapts to the needs of individual caller (i.e. dissatisfied, first-time users, etc).
* Provides customers timely and accurate information reflecting a positive and customer oriented image of the organization.
* Pleasant and professional telephone etiquette while speaking with external and internal customers.
* Processes customer requests and where applicable, processes credits/adjustments to customer accounts.
* Consistently meets expectations on all key performance indicators (KPI).
* Creates clear, concise and detailed documentation of all customer interactions in our incident tracking database.
* Recognize, document, and alert supervisor of trends in customer calls.
* Performing and completing tasks and projects as assigned.Position Specifications
* High School Diploma
* Receive inbound telephone calls in a call center environment
* Must be able to work a flexible schedule including day and/or evening hours
Job Experience:

* Some Customer Service and/or Retail experience. Retail call center experience preferred.
* Spanish Bilingual is a plus.

Computer Experience:
* Required: PC/window/internet/data entry/typing.
* Ability to navigate internet and our internal computer system to look up customer information and policies