Customer Service Representative

WSS / Foot Locker is a footwear retailer serving customers through neighborhood-based stores and online channels. The Customer Service Representative provides attentive support to online and in-store customers by handling calls, orders, complaints, claims, refunds, cancellations, disputes, and omni-channel issues.

Responsibilities:

• Responsible for taking customer calls/phone orders
• Responsible to assist store personnel with customer’s concerns
• Resolve customer complaints via phone, email, mail, live chat or social media
• Manage and deal with FedEx claims (lost packages, damaged merchandise, stuck in transit or no movements)
• Manage all Cancellation type orders
• Refund canceled orders
• Process PO forms/Checks
• Verify orders requiring approval
• Instruct stores on all sale and return orders through POS System
• Resolve all chargeback disputes
• Omni-channel support (issues with pick-ups in store, routing/reroute issues, ad hoc issues, etc.)

Requirements:

• Highschool Diploma and one-year minimum working in Customer Service
• Excellent communication skills, both written and verbal; proven track-record in communicating with all levels of management
• Strong interpersonal skills, maturity, and excellent judgment
• Proven editorial skills, demonstrating a strong and creative command of the English language
• Proficiency with retail math concepts (addition, subtraction, multiplication, division, and percentages)
• Basic abilities to navigate the internet
• Basic computer skills
• Product knowledge
• Basic skills in Excel & MS Word
• Ability to compose & reply to emails
• Ability to read and comprehend simple instructions and memos
• Ability to effectively answer customer's questions, multitask and communicate with co-workers
• Well versed in PCI compliance practices and procedures is a plus
• Bilingual English and Spanish Preferred