Customer Relations Specialist

We are a cooperative; cooperation is at the heart of everything we do. At our Co-op, we believe cooperation means creating space for everyone. We strive to bring individuals together from diverse backgrounds, cultures, and life experiences to achieve shared goals. We practice kindness and foster a workplace where respect, acceptance, equity, honesty, and belonging are more than values, they are lived every day.

Why? Because connection strengthens us. It helps us build the ecosystem we want to work in and be part of.

And…because kindness matters Kindness nurtures community, and communities thrive when we all work together. If you’re passionate about community and making a difference, we’d love to work with you.

Position Overview:

The Customer Relations Specialist is the first point of contact for all customers. This team is tasked with creating an organized, friendly environment while providing customers with excellent and efficient customer service. The Customer Relations Specialist covers the Customer Relations Center so that employee presence is as consistent as possible. The Customer Relations Center team provides information and service to Co-op customers, acts as in-store contact for education programs, assist with maintenance of member database, and signing up new members. This team also provides clerical, graphic, and organizational assistance to Marketing, Member Services, and Outreach Department employees, merchandisers, and store operations. The Customer Relations team also serves as a support channel and benchmark of excellence for customer service standards within locations in leading by example. This team will also serve as onsite branding and messaging liaisons and will offer support for onsite support with signage, customer centric tone, and sign audits. 

Essential Functions and Responsibilities:

1. Delivers outstanding customer experience and supports all team members in delivering outstanding customer service
2. Ensures an effective and efficient response to customer questions, requests, and/or concerns
3. Works collaboratively with in store departments, store leadership, and Marketing and Outreach departments to ensure needs are met and effective communication
4. Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale
5. Maintains Team Member safety, security, and customer experience standards and SOPs
6. Maintains cleanliness of Customer Relations Centers and Kids Club Centers
7. Works with the Training Development Manager and assists with Customer Experience trainings within locations while acting as an ambassador and example for standards of excellence in customer service.
8. Acts as a Customer Relationship/Experience support and mentor team members in locations
9. Works with the Marketing Team on sign audits and requests to maintain brand standards and consistency and customer oriented tone in signage communications.
10. Will be empowered to access and reconcile customer issues by any reasonable means necessary.
11. Proactively identifies process improvement opportunities
12. Consistently communicates and models Co-op values, leadership principles, and supports goals
13. Participate in department meetings and complete all required trainings for the purpose of maintaining Co-op standards 
14. Adhere to all Co-op policies, procedures and employee code of conduct
15. Other duties as assigned

Required Skills/Experience and Attributes:

1. Ability to manage time and task responsibility efficiently
2. Exceptional communication skills
3. Excellent interpersonal, motivational, team building and customer relationship skills
4. Capable of teaching others in a positive and constructive manner
5. Proactively identifies process improvement opportunities
6. Proficiency with email, Microsoft Office, SalesForce, Adobe InDesign and operations-related applications
7. Strong attention to detail
8. Excellent follow through

Attendance Requirements:

Hours include weekdays, evenings, and Saturdays/Sundays. Flexible scheduling required.

We are an Equal Opportunity Employer. Our employees are people with different strengths, experiences, and backgrounds. We share a common passion for our member-owned Co-op, communities, and for improving people's lives.

Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. Every point of view helps shape our success, and fostering inclusion is everyone's responsibility.