Customer Experience Lead

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
• Overtime may be required during peak times

Availability

• Work 40 hours a week.
• Early morning shift start time.
• Availability to work every other weekend and some holidays.