Customer Experience Coordinator

Customer Experience Coordinator

Job Category: Ops

Requisition Number: CUSTO003371

Location: Herndon, VA 20170, USA

Description

Job Title: Customer Experience Coordinator

FLSA Status: Non-Exempt

Job Status: Full Time or Part Time (varies based on business needs)

Location: Regional HQ Office

Reports To: Director of Operations

Direct/Indirect Reports: None

Effective Date: 6/1/2025

Position Overview

The Customer Experience Coordinator is responsible for managing escalated customer concerns received through Spotless Brands' customer service channels. This role focuses on ensuring timely, professional, and customer-friendly resolutions by processing refunds, addressing service issues, and providing follow-up communication to enhance customer satisfaction.

Working closely with the customer service vendor, the coordinator serves as the primary point of contact for escalated cases, ensuring that all interactions reflect Spotless Brands' commitment to a positive customer experience. This is a tactical, customer-facing support role with a focus on resolution execution rather than strategy development.

This position is ideal for individuals who excel in problem solving, communication, and delivering courteous service in challenging situations.

Essential Functions (Other Duties as Assigned)

Vendor Management

• Serve as the primary point of contact for exception-based issues related to customer complaints escalated through the customer service platform vendor
• Partner with the appropriate internal stakeholders when vendor support does not meet expectations, ensuring timely resolution of customer-impacting issues

Customer Complaint Resolution

• Manage and resolve escalated customer complaints that exceed the vendor's scope, ensuring prompt and satisfactory outcomes
• Analyze complaint trends to identify areas for improvement and recommend corrective actions to the Director of Operations

Refund Processing

• Authorize and process customer refunds in accordance with company policies and procedures
• Maintain accurate records of all refund transactions for auditing and reporting purposes

Reporting

• Prepare and present regular reports on customer feedback, complaint resolution, and refund activities to senior management

Compliance and Policy Adherence

• Ensure all customer interactions and resolutions comply with company policies, as well as local, state, and federal regulations
• Maintain confidentiality of customer information and adhere to data protection guidelines

General Administrative Support

• Perform occasional administrative tasks as needed, including providing coverage for routine office responsibilities in the absence or in partnership with designated support staff
• Perform other duties as assigned to support the team and the needs of the business

Education and Experience

• High School Diploma or equivalent preferred, not required
• 1+ years of experience in customer service, retail, hospitality, or call center environments preferred
• Strong written and verbal communication skills
• Minimum of 16 years of age or minimum state law
• Valid driver's license preferred (may be required depending on location and responsibilities)
• Experience using computer systems, email, and web-based platforms
• Experience with complaint resolution, refunds, or escalation handling is a plus
• Must be able to successfully pass a background check in accordance with company policies and applicable laws

Knowledge, Skills, and Abilities

Knowledge

• In-depth understanding of customer experience management principles and practices
• Familiarity with vendor management and performance monitoring techniques
• Knowledge of refund processing procedures and financial controls

Skills

• Exceptional interpersonal and communication skills, both written and verbal
• Strong analytical and critical thinking skills to address complex customer issues
• Proficiency in using customer relationship management software and other relevant tools
• Basic computer skills, including the ability to use email, navigate spreadsheets (e.g., MS Excel) and perform standard data entry tasks

Abilities

• Ability to manage multiple tasks and priorities in a fast-paced environment
• Capacity to work independently with minimal supervision while collaborating effectively with cross-functional teams
• Adept at handling sensitive customer situations with empathy and professionalism

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to communicate effectively in person, over the phone, and via virtual meeting platforms (e.g., Microsoft Teams)
• Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment
• Must be able to lift and carry up to 15 pounds occasionally (e.g., laptop, presentation materials, office supplies)
• Visual acuity required to read documents, create presentations, and view a computer screen for extended periods
• Typical office environment with standard noise levels and controlled indoor temperatures
• Occasional travel may be required for meetings, training or site visits

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting. Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E-Verify to check employment eligibility.