Customer Experience & Communications Coordinator

Position Summary

The Customer Experience & Communications Coordinator serves as the primary point of contact for customer feedback, loyalty program support, social media engagement, online reputation management, community donations, and sponsorship requests. This position plays a critical role in protecting and enhancing the BellStores brand by ensuring customers receive timely support, concerns are addressed professionally, loyalty program issues are resolved effectively, and community partnerships reflect the company's values.

Working within the marketing department, this role collaborates closely with operations, store management, loyalty partners, and community organizations to strengthen customer relationships, improve brand perception, and support BellStores' commitment to exceptional service across all customer touchpoints. (update to primary contact)

Essential Responsibilities

Customer Experience Management

• Serve as the primary contact for all customer feedback, questions, and concerns received through email, phone, social media, website forms, and other communication channels
• Investigate customer inquiries and coordinate with store teams to reach timely and satisfactory resolutions
• Track, document, and categorize customer feedback to identify trends and opportunities for operational improvement
• Ensure all customer inquiries receive prompt and professional responses

Loyalty Program Support

• Manage customer loyalty program inquiries and account issues
• Troubleshoot loyalty and mobile app concerns with customers and vendors
• Coordinate with third-party partners to resolve technical and account issues
• Monitor recurring issues and recommend improvements to enhance the member experience

Community Donations & Sponsorships

• Manage incoming donation and sponsorship requests
• Review requests against company guidelines and gather supporting information for leadership review
• Maintain records of community investments, donations, and sponsorships
• Coordinate communication with organizations regarding requests
• Assist with sponsorship activations, recognition opportunities, and events

Social Media Monitoring & Engagement

• Monitor BellStores' social media channels for customer feedback
• Respond to customer inquiries and direct issues to appropriate departments for resolution
• Identify emerging customer concerns, trends, or opportunities and communicate findings to the marketing team
• Maintain a consistent and professional brand voice across customer interactions
• Assist with community engagement efforts through social media platforms

Online Reputation Management

• Monitor and respond to customer reviews across platforms including Google and other review sites
• Track review trends, customer sentiment, and recurring concerns across all locations
• Identify opportunities to improve the customer experience based on online feedback

Qualifications

Required

• Excellent verbal and written communication skills
• Strong organizational and time management abilities
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word
• Ability to manage multiple priorities while maintaining attention to detail
• Professional and customer-focused mindset
• Familiarity with social media customer service and engagement

Preferred

• Associate degree or equivalent professional experience
• 2+ years of customer service, marketing, communications, retail, or related experience
• Experience with loyalty programs, CRM systems, or customer support platforms
• Experience in retail, convenience store, restaurant, or hospitality industries
• Experience managing community partnerships, donations, or sponsorships