Consumer Care Image

Consumer Care

CREATING TIP TOP EXPERIENCES FOR SHOE OBSESSED CUSTOMERS.

Consumer Care Image

Consumer Care

CREATING TIP TOP EXPERIENCES FOR SHOE OBSESSED CUSTOMERS

We are go-getters who love caring for our customers.

Always Putting Our Best Foot Forward

IF YOU HAVE A PASSION FOR HELPING PEOPLE, ARE A STRONG COMMUNICATOR AND ENJOY BEING A DYNAMIC BRAND ADVOCATE,
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.

 


START YOUR CAREER


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 Chatting Image
Consumer Care Staff Chatting Image
Consumer Care Group Chat Image
  • CONSUMER CARE REPS

  • ORDER ANALYSIS TEAM

  • WORKFORCE MANAGEMENT TEAM

  • PROCESS & COMMUNICATION TEAM

  • QA & TRAINING TEAM

  • REPORTING AND ANALYTICS



EMAIL 
REPRESENTATIVE

 

Drive positive and professional customer interactions via email and chat, resolving concerns effectively and efficiently.



ADVANCED SERVICES
REPRESENTATIVE


Assures resolution of escalated consumer calls/complex issues and acts as a subject matter supporting front- line associates.



ORDER ANALYSIS
REPRESENTATIVE

 

Review, research, and resolve suspended orders, returns, and potentially fraudulent orders. You're the private eye of the Consumer Care team.



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.

 


Never Miss An Opportunity

Join our talent community to be notified of job updates, events and more.

JOIN THE TALENT COMMUNITY

 



 

 

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