What are the responsibilities and job description for the B2C Customer Service Representative position at Spring Footwear Corp?
Since 1991, Spring Footwear has made a difference in the lives of consumers who have depended on our brands to deliver comfort and style. Product innovation, quality, value and flexibility are the cornerstones that contribute to our success. This all leads to our mission:
“To develop successful partnerships by creating and delivering the best quality, value, product and service every day!”
At Spring Footwear, we’re looking for a dedicated and professional B2C Customer Service Representative to join our team. As the "voice" of our company, you will play a key role in engaging with our customers via phone, email, and chat, providing them with exceptional service, and helping to drive sales through your expertise and commitment to customer satisfaction. Whether helping customers shop for shoes, solve problems, or ensuring a positive experience, your role will directly impact our reputation and success.
What You’ll Do:
- Engage directly with customers through inbound phone calls, outbound follow-up, emails, or other communication channels, assisting with shopping, product inquiries, and problem-solving.
- Research and resolve customer concerns in an efficient, timely manner, taking ownership of each case from start to finish.
- Address customer escalations promptly or escalate to the B2C Customer Service Manager as needed.
- Work closely with team members to provide consistent, swift resolutions and maintain strong communication across departments.
- Develop a comprehensive understanding of our company’s software, product offerings, and customer needs.
- Navigate and assist customers utilizing our B2C website and other integrated company platforms including but not limited to Shopify, Gorgias, Redo, Amazon Seller Central, and Walmart Seller Center
- Ensure all customer interactions are documented and accounted for with high attention to detail.
- Enforce company policies and procedures while upholding our commitment to outstanding customer service.
What You’ll Need:
- 1-2 years of direct-to-consumer experience, preferably in customer service.
- Exceptional written and oral communication skills, with a focus on active listening, empathy, and problem-solving.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Experience with Gorgias, Shopify, or other customer service platforms is a plus.
- Retail shoe knowledge is a bonus.
- Proficiency in MS Word, Excel, and Outlook.
- Strong time management skills and the ability to meet deadlines.
- A detail-oriented approach to documenting customer interactions and managing accounts.
- A positive, dependable, and proactive attitude.
Why Join Us?
- Be a part of a dynamic, fast-paced team that values exceptional customer service and strives to “Wow” customers at every interaction.
- Opportunities to grow and develop professionally in a supportive, team-oriented environment.
- Competitive pay and benefits package.
- Company paid Holidays and Paid Time-Off
We encourage qualified candidates to apply and join our growing team!
Spring Footwear Corp. is an Equal Employment Opportunity (EEO) employer. All employment offers are contingent upon successful completion of a drug and background screening, as applicable to the job specifications. We adhere to the Florida Drug-Free Workplace program, and as such, employees may be subject to drug testing based on reasonable suspicion, in accordance with Florida law.