Inn Style Customer Experience Coordinator

Overview

The Inn Style Resale Store Customer Experience Coordinator is a full-time, non-exempt position. Compensation is commensurate with experience and aligned with the organization’s salary structure and budget.

The role supports the day-to-day operations of the thrift store, assisting in staff and volunteer supervision, customer service, donations processing and merchandising, managing social media marketing, and providing financial oversight. The role acts as the Manager on Duty when the Store Manager is away and contributes to building a mission-driven and team-oriented culture in alignment with The Samaritan Inn’s values.

• Serve as Manager on Duty in the absence of Store Management, ensuring efficient daily operations.
• Lead initiatives that enhance the customer journey from entry to checkout, fostering customer retention and repeat business.
• Oversee donation processing to floor initiatives, including merchandise placement as directed per Store Management to maintain merchandise quality and store appearance. Partner with Store Management to rotate merchandise to reflect seasonal trends, community needs, and donor inventory.
• Oversee daily store opening and closing procedures, including accurate handling of all sales transactions in compliance with financial and security policies.
• Ensure adherence to store policies, safety protocols, and loss prevention practices.
• Ensure daily sales floor readiness, cleanliness, and organization. Help facilitate and lead team huddles and staff communications to ensure alignment on daily goals and priorities.
• Supervise and train store staff and volunteers on customer service standards and established visual merchandising techniques and assist with onboarding and training of new team members.
• Implement and monitor store promotions, track sales and inventory trends, and contribute to marketing efforts.
• Develop and execute social media marketing strategies to promote online resale program. Implement store promotions and corresponding social media marketing and text campaigns.
• Create engaging and relevant content to increase brand awareness and drive traffic to store and online sales platforms.
• Analyze social media metrics and adapt strategies to maximize traffic to store and online sales platforms.
• Manage staff and volunteer schedules to provide optimal sales floor coverage, provide ongoing feedback and promote team development.
• Address and resolve customer concerns, pricing issues, and staff/volunteer conflicts on the sales floor.
• Manage and leverage Pulse for Good kiosks to gather real-time customer feedback, analyze trends, and implement responsive improvements.
• Conduct secret shopper audits to benchmark service and identify areas of improvement.
• Collaborate with the Volunteer Coordinator to increase volunteer participation and coverage to meet specific needs.
• Support a welcoming and inclusive environment for all shoppers, volunteers, and staff.

• A minimum of a high school diploma.
• Three years' experience providing face-to-face customer service and operational oversight in a retail setting.
• Proficient in social media marketing with a strong understanding of various platforms.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• At least one year of experience in a retail setting providing customer service, including experience training and supervising staff.
• 1-3 years of previous experience in social media marketing and applicable platforms.
• Bookkeeping experience or comfort with daily sales reconciliation.

• Exceptional interpersonal skills and sound judgment.
• Ability to coach, train, and lead staff and volunteers in a retail environment.
• Strong verbal, written, and organizational abilities.
• Proficiency in Microsoft Office, POS systems, and general Windows-based platforms.
• Professional, welcoming, and service-oriented demeanor.
• Collaborative team player with a positive, solutions-focused approach.
• Flexible and adaptable to a fast-paced and evolving work environment.
• Ability to perform basic math computations for…