Chat Support Representative - Journeys (Onsite)

We are seeking dedicated and customer-focused individuals to join our team as Chat 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 chats, emails, and SMS text messages-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!