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    Customer Service Specialist - Evansville, United States - Shoe Carnival

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    Description

    Ability to provide world class customer support by adopting and meeting Shoe Carnival's Corporate Core Customer Service Goals.

    ,

    If you enjoy using your customer service experience and have a background in store retail operations, this is a wonderful opportunity to join a collaborative and experienced team

    This position is located at Shoe Carnival's Corporate Headquarters at 7500 E Columbia Street, Evansville, Indiana. This position will report to the corporate office on Monday through Thursday with the opportunity to work from home on Friday.

    Summary:

    The Customer Service Specialist oversees the daily activities of our external customer service vendors and ensures a consistent approach to customer service across all touch points.

    • Acts as an escalation point (next level of service) for all customer concerns and takes ownership to ensure timely follow up and resolution.
    • Responds to inquiries about topics such as loyalty, pricing, charges/settlements, and delivery via phone or email.
    • Monitors programs such as Same Day Delivery and Social Media for customer issues.
    • Works in cloud-based platforms related to order placement, shipment, payment, fraud, case management, order fulfillment, and loyalty.
    • Works closely with other departments such as eCommerce on enhancements and new programs that improve customer experience.
    • Monitors external customer service vendor activity to verify timeliness, accuracy, and provides input on training.
    • Routinely serves as back-up to other team members.

    Requirements:

    • 2 years of Customer Service experience required.
    • Prior experience with an omni-channel retailed preferred.
    • Experience in Microsoft Office including Excel, Word, and Outlook required.
    • Excellent critical thinking and decision-making skills.
    • Ability to work independently or as part of a team and build collaborative relationships.
    • Excellent verbal and written communication skills.
    • Flexible, detail-oriented with a positive attitude.
    • Ability to learn and possess a comprehensive knowledge of Shoe Carnival's loyalty and customer service programs.

    Total Rewards:

    The Shoe Carnival, Inc. Total Rewards program offers eligible associates highly competitive benefits, including the following:

    • Competitive Pay
    • Paid Time Off (Vacation & Sick Time)
    • Comprehensive Medical, Dental, & Vision Benefits
    • Flexible Spending Accounts
    • Life, Disability, and Voluntary Benefits
    • Fitness Membership Discounts
    • Employee Assistance Program
    • 401(k) Retirement Plan
    • Employee Stock Purchase Plan
    • Employee & Family Discounts
    • Relocation Assistance is NOT available for this position at this time

    Shoe Carnival, Inc. is an Equal Opportunity Employer.



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