Customer Experience Representative

Jacksons Companies•Meridian, ID

3d•Onsite

About The Position

We are seeking a dedicated and customer-focused Loyalty Rewards Customer Service Representative to provide outstanding support for our loyalty rewards program. Reporting to the Customer Experience Lead, you will be the first point of contact for both Jacksons Food Store Guests and our store teams, assisting with inquiries, resolving technical issues, and ensuring a smooth experience with our loyalty program. Your role is essential to maintaining customer satisfaction and supporting store operations.

Requirements

1+ years of experience in customer service or technical support, preferably in retail or a loyalty program environment.
Basic technical aptitude or experience troubleshooting apps and in-store systems.
Experience working in retail, hospitality, or a customer-facing role.
Comfortable using communication tools such as phone systems, email, and chat platforms.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
Strong critical thinking skills and a proactive approach to troubleshooting.
Ability to multitask and prioritize inquiries in a fast-paced environment.

Nice To Haves

Familiarity with loyalty program platforms or CRM systems is a plus.
Knowledge of loyalty program operations and customer retention strategies.

Responsibilities

Respond to inquiries from loyalty program members regarding account issues, rewards redemptions, app usage, and general program details.
Resolve complaints promptly, providing empathetic and accurate resolutions that enhance customer trust.
Assist store teams with troubleshooting technical issues related to the loyalty program, including in-store systems, rewards redemption, and app connectivity.
Serve as a liaison between store teams and technical support teams to resolve escalated issues.
Diagnose and troubleshoot basic technical problems with the loyalty program app and in-store systems.
Escalate complex technical issues to the appropriate teams while maintaining clear communication with stakeholders.
Maintain a deep understanding of the loyalty program, its features, and operational processes to provide accurate information and guidance.
Document common issues, solutions, and FAQs to support continuous improvement in service delivery.
Gather insights from customers and store teams regarding pain points and areas for improvement in the loyalty program.
Share feedback with the Customer Experience Lead & Loyalty Program Manager to inform program enhancements.
Collaborate closely with the Customer Experience Lead, Loyalty Program Manager, and technical teams to stay informed about updates, feature releases, and system changes.
Assist in testing new features or updates to the loyalty program app to identify potential issues.
Other duties as assigned.