Customer Experience Specialist

Customer Experience Specialist

Welcome to Gelson's! For over 70 years, Gelson's has served Southern California shoppers with an enthusiasm for food of the highest quality. Our commitment to quality, selection and exceptional service sets us apart. We strive to exceed our customers' expectations with every visit, and we take pride in creating a positive shopping experience.


We are currently searching for a Customer Experience Specialist to join our team in Encino. This position will support the positive experience of the Gelson's Brand for customers. You will provide first line of contact to customers and vendors communicating with the Executive Office. Assist in answering questions, resolving customer complaints, acknowledging superior customer service, and supporting the communities Gelson's serves. Assist in the planning, preparing, and administering of weekly and monthly reports to management. Duties performed require considerable confidentiality, initiative, tact, maturity, and independent judgment.

Come join the Gelson's team and help us continue our tradition of excellence in grocery retail.


Why work with us:

• Be part of a dynamic team that values collaboration and innovation
• Showcase your exceptional customer service skills and make an impact on our success
• Embrace a culture that prioritizes team excellence
• We are a certified best place to work in California for the third consecutive year

Benefits:

• We offer a competitive salary
• Generous employee discounts
• Exceptional benefit programs and a strong retirement plan
• Opportunities for career growth and development

Responsibilities:

• Receive, screen, and manage communications including telephone calls, mail and email messages and help using independent judgement to determine priorities.
• Monitor customer reputation reporting, social media, and internal sources to create reports and summaries to represent the Voice of the Customer to Gelson's store and company leaders.
• Look for trends in customer comments and proactively research ways to provide customer solutions.
• Direct and answer customer feedback as appropriate.
• Establish and maintain official documents and records in appropriate files.
• Handle confidential correspondence.
• Prepare and distribute reports, memos, PowerPoint presentations, payroll, and other necessary business documents.
• Perform special projects and assignments as directed.
• Organize meetings, including scheduling facilities and conference rooms, send reminders and order catering when necessary.
• Administer the Gelson's donation program.
• Assist with the ordering of supplies for the office.
• Welcome visitors and identify the purpose of their visit before directing them to the appropriate individual/department.
• Train other clerical staff when necessary.
• Work closely with the other Executive Administrative Support Staff to ensure all tasks are completed in a timely manner.
• Other related duties and assignments as required.

Desired skills and experience:

• High school diploma or equivalent; bachelor's degree preferred
• 2-3 years' prior customer service experience
• Experience communicating well with customers, management, and other team members
• Highly proficient computer skills including the Microsoft Suite (Word, Excel, PowerPoint, Teams)
• Skilled in independently prioritizing, planning, leading, and monitoring multiple projects
• Ability to manage time and adhere to deadlines
• May be required to drive on company business

Job Type: Full-time

Pay: $66,560 - $75,000

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance