Customer Experience Coordinator

JOB TITLE: Customer Experience CoordinatorFLSA STATUS:Non-ExemptJOB STATUS:Full Time or Part Time (varies based on business needs)LOCATION:Regional HQ OfficeREPORTS TO:Director of OperationsDIRECT/ INDIRECT REPORTS:NoneEFFECTIVE DATE:6/1/2025Position OverviewThe Customer Experience Coordinator is responsible for managing escalated customer concerns received through Spotless Brands' customer service channels. This role focuses on ensuring timely, professional, and customer-friendly resolutions by processing refunds, addressing service issues, and providing follow-up communication to enhance customer satisfaction.Working closely with the customer service vendor, the coordinator serves as the primary point of contact for escalated cases, ensuring that all interactions reflect Spotless Brands' commitment to a positive customer experience. This is a tactical, customer-facing support role with a focus on resolution execution rather than strategy development.This position is ideal for individuals who excel in problem solving, communication, and delivering courteous service in challenging situations.Essential Functions (Other Duties as Assigned)Vendor ManagementServe as the primary point of contact for exception-based issues related to customer complaints escalated through the customer service platform vendorPartner with the appropriate internal stakeholders when vendor support does not meet expectations, ensuring timely resolution of customer-impacting issuesCustomer Complaint ResolutionManage and resolve escalated customer complaints that exceed the vendor's scope, ensuring prompt and satisfactory outcomesAnalyze complaint trends to identify areas for improvement and recommend corrective actions to the Director of OperationsRefund ProcessingAuthorize and process customer refunds in accordance with company policies and proceduresMaintain accurate records of all refund transactions for auditing and reporting purposesReportingPrepare and present regular reports on customer feedback, complaint resolution, and refund activities to senior managementCompliance and Policy AdherenceEnsure all customer interactions and resolutions comply with company policies, as well as local, state, and federal regulationsMaintain confidentiality of customer information and adhere to data protection guidelinesGeneral Administrative SupportPerform occasional administrative tasks as needed, including providing coverage for routine office responsibilities in the absence or in partnership with designated support staffPerform other duties as assigned to support the team and the needs of the businessEducation and ExperienceHigh School Diploma or equivalent preferred, not required1+ years of experience in customer service, retail, hospitality, or call center environments preferredStrong written and verbal communication skillsMinimum of 16 years of age or minimum state lawValid driver's license preferred (may be required depending on location and responsibilities)Experience using computer systems, email, and web-based platformsExperience with complaint resolution, refunds, or escalation handling is a plusMust be able to successfully pass a background check in accordance with company policies and applicable lawsKnowledge, Skills, and AbilitiesKnowledgeIn-depth understanding of customer experience management principles and practicesFamiliarity with vendor management and performance monitoring techniquesKnowledge of refund processing procedures and financial controlsSkillsExceptional interpersonal and communication skills, both written and verbalStrong analytical and critical thinking skills to address complex customer issuesProficiency in using customer relationship management software and other relevant toolsBasic computer skills, including the ability to use email, navigate spreadsheets (e.g., MS Excel) and perform standard data entry tasksAbilitiesAbility to manage multiple tasks and priorities in a fast-paced environmentCapacity to work independently with minimal supervision while collaborating effectively with cross-functional teamsAdept at handling sensitive customer situations with empathy and professionalismPhysical RequirementsProlonged periods of sitting at a desk and working on a computerMust be able to communicate effectively in person, over the phone, and via virtual meeting platforms (e.g., Microsoft Teams)Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipmentMust be able to lift and carry up to 15 pounds occasionally (e.g., laptop, presentation materials, office supplies)Visual acuity required to read documents, create presentations, and view a computer screen for extended periodsTypical office environment with standard noise levels and controlled indoor temperaturesOccasional travel may be required for meetings, training or site visitsThis job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Human Resources team will respond to your email promptly.Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E-Verify to check employment eligibility: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdfEqual Opportunity Employer