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Full Time Customer Support Associate

Company Name:
Payless ShoeSource
Full Time Customer Support Associate
Summary
Title: Full Time Customer Support Associate
ID: 120773
Department: Retail Operations
Location: Topeka, KS
Job ID: 120773
Description
Payless ShoeSource is the largest specialty family footwear retailer in the Western Hemisphere, offering a wide range of shoes and accessory items at affordable prices for every member of the family. The company s mission is simple: Become the first choice for style and value in footwear and accessories for our customers. Payless has more than 4,300 stores in more than 30 countries and was founded in 1956 in Topeka, Kansas, where its global headquarters remains today.
Overview:
The Customer Support Center Associate provides centralized service for the support of all Payless Domestic and International Stores and their respective Associates and Customers 364 days a year. The main responsibility of this position is servicing Associates and Customer inquiries using computer based knowledge information systems with regards to company initiatives, promotions, operational support and procedural changes. The position interacts with all departments and has a Wildly Important Goal (WIG) of First Call Resolution (FCR). Other accountabilities include Speed of Answer (SOA), the efficient use of company resources, documentation of calls, answering emails and providing recommendations to support center management to enhance processes and systems. Both full-time and part-time positions may be available. This position is located in Topeka, KS.
Job Responsibilities:
This position is primarily responsible for answering calls and responding to store self-service tickets from store associates. This position provides assistance to stores for Payroll, Benefits, Marketing, Store Maintenance, Inventory, Logistics, Loss prevention, Risk Insurance and Procurement needs. The Customer Support Center Associate answers calls and emails from retail customers and resolves customer complaints. Metrics of talk time and after call work must be achieved. Associate must demonstrate a sense of urgency and a positive attitude with all contacts.
Candidates for this position must be flexible with working evenings, weekends and holidays.
Customer Support Center associates are the first line of contact for both store associates and customers, and this position is considered "essential to the business. Because of the nature of this role, there will be requirements around reporting to work or working remotely during time of disaster or inclement weather. This position may require the daily transportation/remote use of a Company laptop/phone (security updates will be required) under circumstances such as inclement weather. Due to this requirement, associates with assigned company devices must sign and follow the Remote Working Guidelines. (Separate document provided upon offer of employment/assignment of company device)
Qualifications:
- Prior customer service and/or call center experience including strong keyboarding skills
- Excellent verbal and written communication skills
- Ability to remain flexible and react calmly under pressure
- Ability to multi-task in a fast paced environment
- Must be able to learn and apply knowledge quickly including accurate and detailed
documentation
- Ability to resolve conflicts for the benefit of the customer and the organization
- Knowledge of Microsoft Word, Excel and Internet required
- Bilingual skills in Spanish or French is a plus
Payless ShoeSource is an Equal Opportunity Employer. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

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