Customer Care & Retail Specialist - Hyrbrid

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

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.

• 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.

• 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.

• 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

• 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.

• 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…