Customer Service Representative

Location: Pompano Beach, FL – Onsite Since 1991, Spring Footwear has made a difference in the lives of consumers who depend on our brands for comfort, style, quality, and value. Product innovation, flexibility, and exceptional service are at the heart of our success and support our mission: “To develop successful partnerships by creating and delivering the best quality, value, product and service every day!” We are looking for an energetic, customer-focused Customer Service Representative – B2C to join our team and grow with us. This position is at the front line of the customer experience across our footwear brands. You will assist consumers through multiple communication channels, including phone, email, and chat, helping with everything from product questions and online orders to returns, exchanges, deliveries, and issue resolution. We are looking for someone who enjoys talking with customers, thinks critically, takes ownership of problems, and knows how to turn a challenging interaction into a positive customer experience. Spring Footwear is a dynamic, fast-paced environment. The right person will be comfortable managing multiple priorities while remaining patient, professional, organized, and genuinely committed to helping customers. What You Will Do Provide exceptional customer service through phone, email, chat, and other customer communication channels. Assist customers with product questions, online orders, order status, shipping and delivery inquiries, returns, exchanges, refunds, and account-related questions. Research customer concerns and identify appropriate solutions using available systems, policies, and resources. Take ownership of customer cases from initial contact through resolution and follow up when necessary. Handle customer concerns with patience, empathy, professionalism, and a solutions-oriented approach. Manage multiple customer interactions and priorities while maintaining accuracy and responsiveness. Document customer interactions and maintain accurate information within customer service and e-commerce platforms. Identify situations requiring escalation and involve the appropriate supervisor or manager when necessary. Follow through on escalated matters and coordinate with other departments to ensure customer issues are resolved. Work collaboratively with Customer Service, E-Commerce, Operations, Warehouse, and other internal teams to support a seamless customer experience. Identify recurring customer concerns and communicate trends or opportunities for improvement to management. Maintain knowledge of Spring Footwear brands, products, promotions, policies, and customer service procedures. What You Will Need Minimum 2 years of direct-to-consumer customer service experience, preferably in e-commerce, retail, footwear, fashion, or a related environment. High school diploma or equivalent. Strong verbal and written communication skills. Excellent interpersonal, active-listening, and problem-solving skills. Ability to manage multiple customer conversations and priorities in a fast-paced environment. Strong attention to detail, organization, follow-through, and sense of ownership. Ability to remain professional and solutions-focused when handling difficult or escalated customer situations. Proficiency with Microsoft Office and/or Google Workspace. Experience with Gorgias, Shopify, or similar customer service/e-commerce platforms is strongly preferred. Previous call center or high-volume customer service experience is a plus. Footwear or retail product knowledge is a plus. What We Offer Competitive compensation and benefits Company-paid holidays Paid Time Off Profit Sharing Program Employee product benefits Opportunities for professional growth and advancement This is a full-time, onsite position at our Pompano Beach, Florida headquarters. Hybrid and remote work are not offered for this position. Spring Footwear Corp. is an Equal Employment Opportunity employer. Employment is contingent upon successful completion of applicable pre-employment screening requirements. Spring Footwear maintains a Florida Drug-Free Workplace Program, and employees may be subject to drug testing in accordance with applicable law and company policy. #J-18808-Ljbffr Spring Footwear Corp