Journeys Bilingual (Spanish/English) Customer Service Representative - Remote (TN and FL Residents)

Genesco is seeking a Bilingual Remote Customer Support Specialist I to deliver exceptional service to both internal and external customers. The role involves providing prompt and effective support across various communication channels while maintaining strong customer relationships.

Responsibilities:

• Communicate with customers via phone, chat, SMS, and email to provide accurate and timely information on orders, promotions, shipments, product details, and returns
• Foster strong customer relationships to enhance retention and loyalty
• Work cross-functionally with internal teams to ensure seamless customer experience
• Meet individual and team performance metrics, including adherence, handle time, quality assurance, and attendance
• Serve as a brand ambassador by upholding company values and delivering outstanding service
• Apply coaching, feedback, and training to enhance performance and customer satisfaction
• Ensure the security and privacy of customer information
• Perform additional duties as required to support business operations

Requirements:

• High school diploma or GED
• 1-2 years of customer service or retail experience preferred
• Strong verbal, written, and interpersonal communication skills
• Ability to thrive in a fast-paced, dynamic environment while meeting performance expectations
• Proficiency in learning and using new software applications
• Excellent problem-solving and conflict resolution skills
• Strong attention to detail and ability to multitask effectively
• Reliable attendance and willingness to work a flexible schedule, including performance-based schedule bidding
• Fluent in English with strong typing skills (must meet minimum words-per-minute requirement)
• Bilingual proficiency in Spanish
• 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
• 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
• 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