Journeys - Phone Support Representative - Temp-to-Hire (Work From Home)

Key Responsibilities

• Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up to date.
• Use various computer software and systems to access customer accounts, document case notes, process orders, and securely handle payment information.
• Serve as an ambassador for the Journeys brand by personalizing each interaction and building customer loyalty.
• Maintain high standards of service by meeting attendance requirements and key performance indicators (KPIs).
• Ensure the safety and privacy of customer data by following all company policies and procedures.
• Perform other duties as needed to support overall business operations.

Qualifications

• Previous customer service or retail experience is preferred but not required.
• Strong verbal and written communication skills, including proficiency in English grammar and syntax.
• Ability to connect with customers and respond effectively to their needs.
• Comfortable working in a fast-paced, constantly changing environment while meeting performance goals.
• Ability to quickly learn, assess issues, and provide clear and accurate solutions.
• Professionalism in handling and de-escalating conflicts.
• Availability to work 40 hours per week, scheduled in 8-hour shifts during the following hours of operation (CST): Sunday: 10:00 AM – 7:00 PM Monday–Friday: 7:00 AM – 8:00 PM Saturday: 9:00 AM – 6:00 PM.

What We Offer

• Perfect Attendance Bonus: Earn an additional $100 per week for maintaining 100% perfect attendance.
• Weekly Pay: Receive weekly payment every Friday.
• Paid Training: Start with two weeks of fully paid training to set you up for success.
• Supportive Team Environment: Join a collaborative and inclusive team that values your contributions.
• Career Opportunity: This is a contracted role for 90-days, with the potential for permanent, onsite employment based on performance and business needs.

Work From Home Requirements

• Workspace: A dedicated, secure, quiet, and distraction-free environment that supports productivity and confidentiality.
• Computer: A desktop or laptop with an SSD, Intel i5/i7 or AMD Ryzen 5/7 processor (4+ cores), and the latest operating system.
• RAM: Minimum of 16 GB.
• Monitors: Two functional monitors (e.g., a laptop with an external monitor or a dual-monitor desktop setup).
• Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during working hours.
• Web Camera: Integrated or external webcam.
• Mouse: External mouse required.
• Cell Phone: Must have Wi-Fi capability and a charger.
• Internet: Wired Ethernet connection only. Public Wi-Fi is not allowed.
• Minimum speed: 50 Mbps download / 5 Mbps upload.
• Recommended speed: 100+ Mbps download / 10+ Mbps upload.
• Test your speed at www.speedtest.net.
• You must pass the official system test at www.networktest.twilio.com using Google Chrome.
• Power: Devices must remain charged at all times to avoid work disruptions.
• Verification: All equipment and internet access are your responsibility and will be verified during onboarding.