Customer Experience Lead
About The Position
The Customer Experience Lead (CEL) acts as a liaison among the cash office, customer service, returns, and other departments. The role handles customer inquiries and finds solutions that serve both BrandsMart USA and the customer, coordinating with buyers, management, and retail store personnel as needed. Responsibilities span cashiering, returns, and customer service. The CEL operates cash terminals, processes payments, maintains the cash office, supports customers with returns and exchanges, responds to calls and delivery-related inquiries, and may receive and document repairs at specific locations. The CEL is expected to resolve customer issues courteously and efficiently, often with minimum supervision.
Requirements
- Education and experience equivalent to high school graduation, or another combination of education, training, or experience that provides the knowledge, skills, and abilities needed to perform the role.
- Ability to read and write fluently in English, or another language as required, to communicate with customers and read invoices, repair orders, faxed requests, and similar materials.
- Basic math skills, including multiplication, addition, subtraction, and division, to verify amounts and costs of repairs and parts, as well as quantities.
Nice To Haves
- Prior retail and/or customer service experience is preferred.
Responsibilities
- Operate cash terminals and verify purchase prices.
- Process payments.
- Clean and maintain the cash office.
- Detect common signs of shoplifting, theft, and other security risks, and promptly communicate potential problems to store management.
- Apply knowledge of BrandsMart USA return and exchange policies.
- Handle customer inquiries quickly, courteously, and efficiently.
- Provide solutions with minimum supervision.
- At specific locations, receive and document customer repairs and prepare transfer forms to track merchandise and ensure safe transport to the BrandsMart Service Center.
- Handle incoming customer calls about inquiries quickly, courteously, and efficiently.
- Assist customers with delivery-related inquiries.
- Coordinate with departments, buyers, management, and retail store personnel to resolve customer inquiries.
Benefits
- Competitive performance incentives
- Advancement opportunities
- Employee assistance program
- Employee purchase program with exclusive discounts
- Physical and financial well-being programs
- 401(k) plan with contribution matching
- Paid time off, including vacation days, sick days, and holidays
- Life and disability insurance
- Medical, dental, and vision insurance
- Pay on Demand
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
