We are seeking dedicated and customer-focused individuals to join our team as Temp-to-Hire Phone Support Representatives at Journeys. This contracted position offers the potential for permanent employment based on performance and evolving business needs. In this role, you will handle inbound customer calls-assisting with order placements, tracking, updates, cancellations, and providing detailed information about our products and website. Your commitment to delivering exceptional service will play a key role in creating positive experiences for our customers.

Note: Work From Home opportunity available only to Tennessee residents.

Key Responsibilities:

Customer Interaction: Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up to date.
Data Management: Use various computer software and systems to access customer accounts, document case notes, process orders, and securely handle payment information.
Brand Representation: Serve as an ambassador for the Journeys brand by personalizing each interaction and building customer loyalty.
Performance Standards: Meet attendance requirements and key performance indicators (KPIs) to maintain a high standard of service.
Information Security: Ensure the safety and privacy of customer data by following all company policies and procedures.
Additional Support: Perform other duties as needed to support overall business operations.

Qualifications:

Experience: Previous customer service or retail experience is preferred but not required.
Communication Skills: Strong verbal and written communication skills, including proficiency in English grammar and syntax.
Interpersonal Skills: Ability to connect with customers and respond effectively to their needs.
Adaptability: Comfortable working in a fast-paced, constantly changing environment while meeting performance goals.
Problem-Solving: Ability to quickly learn, assess issues, and provide clear and accurate solutions.
Conflict Resolution: Professionalism in handling and de-escalating conflicts.
Availability: 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

Note: Business hours may extend during peak times to meet coverage needs.

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 through January 10, 2026, 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.
Equipment: A desktop or laptop with the latest operating system and at least 16 GB of RAM (tablets, Chromebooks, and MacBook Airs are not permitted).
Monitors: Two functional monitors (e.g., laptop plus monitor or dual-monitor desktop setup).
Headset: USB or USB-C preferred; Bluetooth is acceptable if fully charged during shifts.
Web Camera: Integrated or external webcam.
Cell Phone: With Wi-Fi capability and a charger.
Internet: You must pass all required testing at https://networktest.twilio.com using Google Chrome.• Internet connection must be stable and not rely on public Wi-Fi.• Minimum speeds: 50 Mbps download, 5 Mbps upload. You can test your internet speed at https://www.speedtest.net.
Verification: All required equipment and internet access are the employee's responsibility and will be verified during the hiring process.

Contract Details:

Contract End Date: January 10, 2026

Terms: Journeys reserves the right to terminate this contract at any time due to changing business needs. The company may also extend the contract at its discretion.

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