• Job Description

  Req#: PHONE002388

  We are seeking dedicated and customer-focused individuals to join our team as Phone Support Representatives at Journeys. This is a full-time opportunity with the potential for long-term career growth. In this role, you will handle inbound customer calls—assisting with order placements, 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.

  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.
  • Typing Proficiency: Must meet a minimum speed and accuracy requirement on a typing test assessment.
  • 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:

  • Weekly Pay: Enjoy the convenience of receiving your pay on a weekly basis
  • 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
  • Comprehensive Benefits Package, including:
    • Medical, dental, and vision insurance
    • 401(k) retirement plan
    • Mental health wellness and support resources
    • Prescription benefits
    • Education assistance and student loan debt repayment support
    • Domestic partner allowance
    • And more!

  Qualifications

  Education

  Required

  High School

  Behaviors

  Preferred

  Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

  Enthusiastic : Shows intense and eager enjoyment and interest

  Motivations

  Preferred

  Self-Starter : Inspired to perform without outside help

  Growth Opportunities : Inspired to perform well by the chance to take on more responsibility

  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

  Journeys is a specialty chain retailer, owned by Genesco, of branded fashion footwear and accessories with approximately 1,200 stores nationwide.

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