[Hiring] Chat Support Representative @Genesco

Role Description

We are seeking dedicated and customer-focused individuals to join our team as Seasonal Chat Support Representatives at Journeys. This contracted position offers the potential for permanent employment based on performance and evolving business needs. In this role, you will handle inbound customer chats, texts, and emails — assisting with order information, 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.

Note: Work From Home opportunity available only to Tennessee residents.

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.
• 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.

Benefits

• Perfect Attendance Bonus: Earn an additional $100 per week for maintaining 100% perfect attendance.
• Weekly Pay: Receive weekly payment every Friday.
• 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.
• Career Opportunity: This is a contracted role through January 10, 2026, with the potential for permanent, onsite employment based on performance and business needs.

Work From Home Requirements

• Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality.
• Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system. Tablets and MacBook Airs are not permitted.
• RAM: Minimum of 16 GB.
• Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup).
• Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours.
• Web Camera: Integrated or external webcam.
• Mouse: External mouse required.
• Cell Phone: Must have Wi-Fi capability and a charger.
• Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed.
  • Minimum speed: 50 Mbps download / 5 Mbps upload.
  • Recommended speed: 100+ Mbps download / 10+ Mbps upload.
  Test your speed at www.speedtest.net. You must pass the official system test at www.networktest.twilio.com using Google Chrome.
• Power: Devices must remain charged at all times to avoid work disruptions.
• Verification: All equipment and internet access are your responsibility and will be verified during onboarding.