About the Role
We are looking for a Customer Service Representative (CSR) to be our first point of contact for any online repair customer who have questions or issues with a product or service that Cobblers Direct provides. They have many responsibilities like answering inbound phone calls, addressing customers’ questions about products and services, and processing payments or returns.
Our Customer Service Representatives, or CSRs, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our repair customers might face with accuracy and efficiency. The CSR will assist with all internal repair order entry, edits, maintenance and invoicing.
Cobblers Direct CSRs are genuinely excited to help our repair customers. They’re patient, empathetic, and passionately communicative. They love to talk repairs and understand the value of good communication skills. Our customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to our team and. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Proven customer support experience or experience as a Client Service Representative
Track record of over-achieving
Strong phone contact handling skills and active listening
Familiarity with client communication and order entry (ERP) systems and practices
Good computer use and typing skills
Experience with commonly used software programs (Excel, Word, Gmail, etc)
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication (phone, email, text, chat) and presentation skills
Ability to multi-task, prioritize, and manage time effectively
About the Company
Cobblers Direct is a homespun spin-off of the world-famous Shoe Hospital family of companies that have been repairing shoes, boots, handbags—even luggage, horse saddles, jackets, and near-anything made of leather—throughout the great state of Texas since 1906.
The Shoe Hospitals very first store in Houston took the shape of a horse-drawn carriage one hundred and fourteen years ago.
Since then, we’ve opened dozens of brick and mortar stores throughout Austin, Houston, Dallas/Fort Worth and San Antonio to serve the repair needs of all shoe and boot buffs, connoisseurs, mavens, collectors, and enthusiasts alike!
Today, the Shoe Hospital family of companies is the largest shoe repair company in the world, taking great pride in the quality of our craft.