Customer Care & Retail Specialist - Hyrbrid

Job Description

Job Description

Description:

Customer Care & Retail Specialist

JOB SUMMARY:

The Customer Care and Retail Specialist will be a key ambassador for our brands by delivering exceptional customer experience both in our retail store and through customer care channels. This role is responsible for creating a welcoming, service-focused retail environment while also supporting customer inquiries, order processing, escalated concerns, and administrative customer care functions.

The ideal candidate is passionate about helping customers, building relationships, solving problems, and ensuring every customer interaction reflects our commitment to outstanding service. Whether assisting a customer on the sales floor, supporting checkout operations, or resolving a complex customer issue, this role is focused on creating positive customer experiences that strengthen loyalty and drive business success.

PRIMARY DUTIES AND RESPONSIBILITIES:

The following list is not intended to be all-inclusive. Additional duties may be assigned as needed

Retail Customer Experience

• Deliver exceptional customer service by greeting, engaging, and assisting every customer entering the store.
• Build meaningful customer relationships through attentive service, product recommendations, and personalized assistance.
• Ensure customers receive a positive and seamless experience from arrival through checkout.
• Resolve customer concerns and service issues in a professional, courteous, and timely manner.
• Serve as a customer service resource for store team members.
• Process sales transactions accurately and efficiently.
• Assist with opening and closing responsibilities, including cash handling and keyholder duties when required.
• Support store merchandising, stocking, pricing, labeling, and visual presentation standards.
• Maintain a clean, organized, and inviting shopping environment.

Customer Care/Contact Center Support

• Process customer orders, mail orders, returns, and related documentation with accuracy and attention to detail.
• Handle escalated customer inquiries and concerns across multiple channels, including phone, email, and chat.
• Investigate and resolve complex customer issues while balancing customer satisfaction with company policies and procedures.
• Document customer interactions and resolutions within company systems.
• Provide accurate information regarding products, services, promotions, and policies.
• Support retention efforts through effective problem-solving and customer advocacy.

Team Collaboration

• Partner with retail leadership and customer care teams to identify opportunities for improving the customer experience.
• Share customer feedback and insights to support ongoing service improvements.
• Assist with special events, promotions, seasonal initiatives, and store projects.
• Participate in training activities and contribute to a positive, team-oriented culture

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent preferred. 
• Previous customer service experience required. 
• Retail sales experience preferred. 
• Experience handling escalated customer concerns preferred. 
• Cash handling experience preferred. 
• Experience with order processing, customer accounts, or administrative support is a plus.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong commitment to delivering exceptional customer experiences. 
• Excellent verbal and written communication skills. 
• Ability to build rapport and establish positive relationships with customers and coworkers. 
• Strong problem-solving, critical-thinking, and conflict-resolution skills. 
• Professional, patient, and empathetic approach to customer interactions. 
• Ability to multitask and adapt in a fast-paced retail and customer care environment. 
• Strong attention to detail and organizational skills. 
• Ability to prioritize competing responsibilities effectively. 
• Experience using computer systems and customer management software. 
• Ability to handle confidential customer information appropriately. 
• Self-motivated and dependable with a positive attitude. 
• Committed to fostering an inclusive and welcoming environment for customers and team members.

PHYSICAL REQUIREMENTS:

• Ability to stand and walk for extended periods of time. 
• Ability to work in a fast-paced retail environment. 
• Frequent bending, reaching, twisting, pushing, and pulling. 
• Ability to lift and move up to 50 pounds with or without accommodation. 
• Ability to climb stairs or ladders when necessary.

Mason Companies is committed to cultivating thriving relationships. We welcome all individuals, regardless of gender, race, religion, age, disability, sexual orientation, national origin, gender identity or experience.