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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!
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CONSUMER CARE REPS
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ORDER ANALYSIS TEAM
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WORKFORCE MANAGEMENT TEAM
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PROCESS & COMMUNICATION TEAM
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QA & TRAINING TEAM
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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.
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Karen
ASSISTANT MANAGER, CONSUMER CARE
I came to Caleres six years ago with the need for a stable income. The environment here is what makes me stay. I love coming to work and feeling like I've just stepped into my second home. Consumer Care truly cares for every single customer and every single agent in the department. Being around so many positive people is the best!
I'm proud to work for such a diverse company. I love seeing everyone succeed and knowing I'm making my family proud of me.
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Sarah
ASSISTANT MANAGER, CONSUMER CARE
I love making a difference – whether it's making a customer's shopping experience outstanding or helping an agent reach their career path goals. It's so rewarding to see your hard work pay off. The people at Caleres are absolutely amazing! Caleres treats their employees really well and I've never had a day where I didn't want to come to work!
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Terrence
ADVANCED SERVICE REPRESENTATIVE, CONSUMER CARE
Working at Caleres, there's something new every day. I'm very interested in learning new skill sets and accepting new challenges. This job provides me with a lot of knowledge on how a corporate business operates and there are always opportunities to grow. I'm always striving for effective ways to improve my performance. Caleres has become a family to me - I truly enjoy my colleagues and the experiences I gain from working here. Caleres makes sure employees feel valued and appreciated
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Chanel
QUALITY ASSURANCE REPRESENTATIVE, CONSUMER CARE
I'm passionate about the training and development of the consumer care agents, making sure they are motivated and trained on our company values as well as policies and procedures. I've worked at various call centers and ours is much different – it's family oriented, provides good challenges, and we get great motivation from leadership. The open-door policy to communicate ideas, suggestions, and concerns is very rewarding because it gives employees a voice and lets them know their opinion matters. Management believes in developing people for the next level of their career – I've been promoted twice in the last two years. My managers have pushed me out of my shell to succeed in every role I've had. We have a very diverse culture and I work with some amazing people!