Customer Retention & Operations Specialist

The Good Feet Store•Denver, CO

About The Position

This role supports a growing multi-state franchise organization, focusing on customer relationships, retention, and operational support. The specialist will manage complex customer concerns, strengthen retention, and act as an operational resource for technology, inventory, reputation management, store operations, reporting, and special projects. The ideal candidate is technologically competent, able to work across various systems like CRM, POS, HRIS, Excel, Tableau, and AI tools, and can quickly learn new systems to improve customer service, reporting, operations, and decision-making. The position offers visibility across the organization and opportunities for growth in operations, technology, inventory, reporting, and project management.

Requirements

5+ years of customer service, customer retention, or customer experience preferred.
3+ years of operations, inventory, or multi-location business support experience preferred.
Demonstrated ability to manage complex or escalated customer situations with professionalism, empathy, and sound judgment.
Strong proficiency with Microsoft Excel, CRM platforms, Point-of-Sale systems, and HRIS platforms.
Demonstrated technical aptitude and the ability to quickly learn and navigate new business systems.
Experience with Tableau, Business Intelligence platforms, reporting tools, and AI-enabled technology strongly preferred.
Working knowledge of inventory processes, inventory controls, and reconciliation.
Ability to interpret information from multiple systems and use data to support customer-service, operational, workforce, and business decisions.
Excellent written and verbal communication skills.
Strong organizational, project-management, and follow-through capabilities.
Ability to manage competing priorities across multiple locations while maintaining accuracy and attention to detail.
Confidence working with senior leadership, store teams, customers, corporate partners, and outside vendors.
Strong analytical and problem-solving ability.
High degree of discretion, accountability, and professional judgment.
Ability to adapt as responsibilities, technology, and organizational needs evolve.

Responsibilities

Manage escalated customer concerns from initial contact through resolution, with an emphasis on retention, service recovery, and preservation of the customer relationship.
Partner closely with store leadership and the Corporate Director of Customer Service to investigate concerns and determine thoughtful, appropriate resolutions.
Maintain timely and professional communication with customers throughout the resolution process.
Document customer interactions, outcomes, and follow-up within applicable CRM systems.
Identify recurring concerns and emerging customer trends and communicate meaningful findings to leadership.
Contribute to the ongoing improvement of customer-service processes, policies, and standards.
Support store evaluations, operational follow-up, reporting, and documentation.
Coordinate special projects on behalf of executive and operational leadership.
Assist with administrative processes, including timecard review and operational reporting.
Coordinate urgent store needs with outside vendors and service providers, including HVAC, plumbing, flooding, maintenance, and facility repairs.
Track operational issues and projects through completion, ensuring clear ownership and follow-through.
Identify inefficiencies or process gaps and help develop practical solutions that improve consistency across locations.
Assist with inventory reporting, reconciliation, and store-level inventory needs.
Investigate discrepancies and help drive issues toward resolution.
Support inventory controls and accountability across locations.
Partner with operational leadership to strengthen inventory processes and reporting.
Assume greater responsibility for inventory functions as the position develops.
Monitor and coordinate customer review activity across locations.
Administer review-related incentive and recognition programs.
Maintain accurate reporting related to review activity, participation, and performance.
Identify patterns in customer feedback and elevate meaningful trends to leadership.
Support initiatives designed to strengthen customer engagement and the organization’s public reputation.
Facilitate projects involving multiple stores, departments, vendors, and leaders.
Establish timelines, organize information, and maintain clear communication throughout a project.
Take ownership of outstanding items and ensure appropriate follow-through.
Develop processes, reporting tools, templates, or documentation where additional structure is needed.
Step comfortably into new responsibilities as business needs and organizational priorities evolve.