Chat Support Representative – Temp-to-Hire

Genesco

Chat Support Representative handling customer inquiries via chat, texts, and emails for Journeys. Providing assistance with order information and ensuring exceptional customer service in a remote role.

Posted 6/2/2026contractRemote • Tennessee • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Handle inbound customer chats, texts, and emails.
Assist with order information, tracking, updates, cancellations, and provide detailed information about products and website.
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.
Meet attendance requirements and key performance indicators (KPIs) to maintain a high standard of service.
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.

Requirements

What you’ll need

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.
Must be able 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

Benefits

Comp & perks

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 through January 10, 2026, with the potential for permanent, onsite employment based on performance and business needs

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

verbal communicationwritten communicationcustomer connectionproblem-solvingconflict de-escalationprofessionalismadaptabilityattention to detailcustomer loyalty buildingperformance goal achievement