Customer Experience Lead

Description

Job Summary
In this role, you will be responsible for ensuring excellent service delivery and smooth customer interactions. The ideal candidate will have exceptional communication skills, a customer-first mindset, and a passion for problem solving. This is an excellent opportunity for someone looking to make an impact in customer relations and contribute to a positive experience for our community.

Key Responsibilities

Handle customer complaints and escalations in a professional and effective manner

Coordinate and manage day-to-day customer service operations, ensuring timely and efficient service delivery

Work closely with various internal departments to resolve customer concerns, ensuring consistency and high-quality service

Process order, returns, and exchanges according to company policies

Maintain and update customer information in the company's database

Assist with training and development of customer experience leads, cashiers, and courtesy clerks

Participate in regular meetings to share feedback, suggest improvements, and collaborate on initiatives to enhance the customer experience.

Participate in monthly customer experience management meetings

Minimize company losses by performing and monitoring accurate cashiering, proper handling of products, and till management

Ensure compliance with all relevant policies, procedures, and legal requirements

Execute daily opening and closing procedures to ensure the store is ready for business

Manage cash register operations, including processing transactions, balancing tills, and performing accurate end-of-shift cash counts

Benefits Summary for Full Time:

Medical, Dental, Vision

401k

Employer Paid Life Insurance

Long Term & Short Term Disability

Hospital, Critical Illness, Accident

Paid Vacation and Paid Holidays

Sick & Safe Time

Shift differentials for working Sundays & Holidays

10% discount at any Mackenthun's locations

Referral bonuses

Dietitian services

Requirements

Education & Experience

High School Diploma or Equivalent

Proven experience in a customer service role, preferably within a fast paced environment

Skills & Competencies

Must be able to speak, read and write the English language

Strong problem solving abilities with a customer focused approach

Strong organizational skills with the ability to manage multiple tasks simultaneously

Ability to work effectively both independently and as part of a team

Positive attitude and a passion for helping customers

Desirable Qualifications

Comfortable using Google Suite

Working Conditions and Physical Demands

Constant standing, use of hands, reaching, and communicating

Frequent walking

Occasionally need to stoop, kneel or crouch

Occasional heavy liftings up to 25 pounds

Fast paced, multi faceted environment

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