Customer Experience Coordinator

POSITION SUMMARY:

The CLUB Customer Experience Coordinator is responsible for the day-to-day maintenance of the CLUB Loyalty Program customer experience. This position works directly with escalated customers to research questions, resolve issues, and provide a best-in-class servicing experience. This role works with the voice of the customer to execute customer feedback processes and data collection, including but not limited to customer case management: collection, categorization, reporting, research, and resolution of individual customer feedback. This position will maintain close connection with CLUB servicing channels, including Catalog Relations Department (CRD), Retail CLUB Booths, and Capital One Servicing.

ESSENTIAL FUNCTIONS:

• Intakes and logs escalated customer complaints with potential high legal or regulatory risks.
• Assists in issue research, identifying root cause and taking action to resolve in compliance with all related processes, procedures, and regulations.
• Provides superior customer service by executing a “white glove” standard for outbound customer contact, creating optimal customer experience for those who file a complaint or have expressed any need for resolution from CLUB.
• Executes customer feedback data collection through sending weekly, monthly, as needed survey forms in email and/or paper.
• Maintains and updates CLUB training documents for various channels.
• Performs call listening.
• Assists Loyalty Operations Analyst in promotional set-up and validation as needed.
• ALL OTHER DUTIES AS ASSIGNED
  
  

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required: Associate Degree or Equivalent Work Experience
• Years of experience: Entry level
• Credit card processing knowledge is beneficial but not required.
• Experience executing database queries is beneficial but not required.
  
  

KNOWLEDGE, SKILLS, AND ABILITY:

• Analytical and complex problem-solving skills with high attention to detail.
• Ability to quickly understand and analyze information relationships and systems.
• Ability to manage workload, prioritize, and meet deadlines.
• Solid written and oral communication skills.
• Proficient in Microsoft Office Applications, including Outlook, Word, and Excel.
  
  

TRAVEL REQUIREMENTS:

• 3%
  
  

PHYSICAL REQUIREMENTS:

• Regular sitting and computer work.
• Occasional standing and walking.
  
  

INDEPENDENT JUDGEMENT:

• Performs tasks and duties under general supervision, using established procedures and innovation. Chooses from limited alternatives to resolve problems. Occasional independent judgment is required to complete work assignments. Often makes recommendations to work procedures, policies, and practices.
  
  

Full Time Benefits Summary:

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!
  
  

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.

If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.

Bass Pro Shops