CONSUMER CARE

We are go-getters who love caring for our customers. Always Putting Our Best Foot Forward THIS TEAM IS YOUR FIT. 370,000 CALLS ANSWERED ANNUALLY 93% CUSTOMER SATISFACTION 135 TEAM MEMBERS Career Pathing Centralizing our Consumer Care team near our Global Headquarters in St. Louis allows for unmatched career opportunities departmentally as well as leading into cross-functional teams at our headquarters office. Growing within the department means strengthening your communication, problem solving and decision-making skills, as well as sharpening your knowledge of our brands and products. Check out some of the roles within the Consumer Care team. Most Associates on the Consumer Care Team begin in the Call Agent role as the starting point of their Caleres Careers. This is an integral role where Associates build their foundations for later positions within the Department, corporate and beyond! CALL AGENTS Our Call Agents maintain a customer focus through effective oral communication & listening skills while demonstrating appropriate empathy & basic decision-making skills. ENDLESS POSSIBILITIES After you've mastered your role as a Call Agent, we look forward to seeing where your interests and passions will take you. Check out the tabs below to learn about the types of roles that await you once an opportunity opens and you're ready to level up! - CONSUMER CARE REPS - ORDER ANALYSIS TEAM - WORKFORCE MANAGEMENT TEAM - PROCESS & COMMUNICATION TEAM - QA & TRAINING TEAM - REPORTING AND ANALYTICS EMAIL REPRESENTATIVE ADVANCED SERVICES REPRESENTATIVE Assures resolution of escalated consumer calls/complex issues and acts as a subject matter supporting front- line associates. ORDER ANALYSIS REPRESENTATIVE SENIOR REPRESENTATIVE Minimizes the impact of fraud by using sound judgement in e-commerce fraud solutions, resolving escalated incidents, and providing meaningful analysis to help create appropriate safeguards. SPECIALIST, ORDER ANALYSIS & FRAUD SUPPORT Review, research, and resolve suspended orders, returns, and potentially fraudulent orders. You'll also act as a liaison with DCs and other groups by communicating fraud trends and escalated incidents. ASSISTANT MANAGER, ORDER ANALYSIS Lead Day to Day Customer Support for Level two interactions including effective development and implementation of processes and effective escalated incident resolution. REPRESENTATIVE & SR REPRESENTATIVE, WORKFORCE Assures timely administration of workforce team activity and correspondences to ensure appropriate staffing across Consumer Care. SPECIALIST, WORKFORCE Manages staffing schedules to balance available resources between our skilled teams and develops training materials to support workforce training for new hires. ASSISTANT MANAGER, ORDER ANALYSIS Leads strategic balance of activity forecasts, available staffing resources and budgets to achieve service level goals. ADMINISTRATOR, PROCESS & SYSTEMS Reviews, researches, and resolves core Consumer Care tickets across systems. SPECIALIST, PROCESS & COMMUNICATIONS Creates, publishes and maintains reference materials and other documented resources for trainings and process improvements. ASSISTANT MANAGER, PROCESS & SYSTEMS Manage the process of maintaining, troubleshooting, testing, documenting and improving Consumer Care applications and systems. REPRESENTATIVE, QUALITY ASSURANCE Responsible for the creation, maintenance and production of all Quality Assurance (QA) evaluations of customer-facing interactions. ASSISTANT MANAGER, TRAINING Creates & leads training for new Consumer Care Associates. Partners with department leads for on going training and development. ANALYST, CONSUMER CARE REPORTING & ANALYTICS Responsible for monitoring and collecting key reports across Consumer Care. ASSISTANT MANAGER, REPORTING & ANALYTICS Manages delivery of baseline reporting to identify trends, anomalies & changes across Consumer Care data points.