Customer Experience Coordinator

James & James LLC•Heber Springs, AR

About The Position

The Customer Service Coordinator is responsible for delivering a positive and consistent experience for customers of James & James across both retail and remote channels. This role serves as a key point of contact for customer communication, guiding customers through product selection and customization while ensuring inquiries are handled efficiently and issues are resolved in a timely and professional manner. This position blends customer support, retail engagement, and sales coordination to create seamless and elevated customer experience.

Requirements

2+ years of experience in customer service, retail, or a related role
Strong written and verbal communication skills
Ability to manage multiple communication channels and priorities effectively
Strong attention to detail to ensure order accuracy and prevent miscommunication
Proven ability to handle customer concerns with professionalism and empathy
Experience in retail sales or showroom environments
Customer-focused mindset with a passion for delivering exceptional experiences
Love for design and interior decorating
Strong interpersonal skills and ability to engage with diverse customers nationwide
Strong organizational and time management skills
Adaptability in a fast-paced environment
Sales-driven mindset with a hunger to close and support revenue goals

Nice To Haves

Experience with CRM systems or customer service platforms a plus
Exposure to e-commerce, customization, or made-to-order products

Responsibilities

Guide customers online, and over the phone in selecting styles, sizes, and finishes, including navigating customization options
Serve as a primary point of contact for customer inquiries via phone, email, text, and various messaging platforms in a timely and professional manner
Support customer issue resolution and assist with escalations to ensure prompt and effective outcomes
Communicate clear expectations and deliver consistent, high-quality customer experience
Stay up to date on product knowledge, customization capabilities, and current promotions
Collaborate with team members to achieve sales goals and foster a positive team environment
Co-create and design personalized experiences with customers to meet their needs and vision
Perform proactive and consistent follow-up with customers before and after the sale
Accurately document customer interactions and order details to ensure clarity and accuracy
Partner with internal teams to resolve customer concerns and improve processes
Support improvement initiatives by providing feedback, tools, and guidance to help drive change and improvements to enhance overall customer experience