What are the responsibilities and job description for the Customer Experience Representative position at jacksons?
We are seeking a dedicated and customer-focused Loyalty Rewards Customer Service Representative to provide outstanding support for our loyalty rewards program. Reporting to the Customer Experience Lead, you will be the first point of contact for both Jacksons Food Store Guests and our store teams, assisting with inquiries, resolving technical issues, and ensuring a smooth experience with our loyalty program. Your role is essential to maintaining customer satisfaction and supporting store operations.
Pay: $18.00 - $20.00/hour.
Schedule: Monday - Friday 9:00 AM to 6:00 PM at Jackson's Store Support Center in Meridian, ID.
Duties/Responsibilities:
- Respond to inquiries from loyalty program members regarding account issues, rewards redemptions, app usage, and general program details.
- Resolve complaints promptly, providing empathetic and accurate resolutions that enhance customer trust.
- Assist store teams with troubleshooting technical issues related to the loyalty program, including in-store systems, rewards redemption, and app connectivity.
- Serve as a liaison between store teams and technical support teams to resolve escalated issues.
- Diagnose and troubleshoot basic technical problems with the loyalty program app and in-store systems.
- Escalate complex technical issues to the appropriate teams while maintaining clear communication with stakeholders.
- Maintain a deep understanding of the loyalty program, its features, and operational processes to provide accurate information and guidance.
- Document common issues, solutions, and FAQs to support continuous improvement in service delivery.
- Gather insights from customers and store teams regarding pain points and areas for improvement in the loyalty program.
- Share feedback with the Customer Experience Lead & Loyalty Program Manager to inform program enhancements.
- Collaborate closely with the Customer Experience Lead, Loyalty Program Manager, and technical teams to stay informed about updates, feature releases, and system changes.
- Assist in testing new features or updates to the loyalty program app to identify potential issues.
- Other duties as assigned.
Skills/Qualifications:
- 1 years of experience in customer service or technical support, preferably in retail or a loyalty program environment.
- Familiarity with loyalty program platforms or CRM systems is a plus.
- Basic technical aptitude or experience troubleshooting apps and in-store systems.
- Experience working in retail, hospitality, or a customer-facing role.
- Knowledge of loyalty program operations and customer retention strategies.
- Comfortable using communication tools such as phone systems, email, and chat platforms.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Strong critical thinking skills and a proactive approach to troubleshooting.
- Ability to multitask and prioritize inquiries in a fast-paced environment.
Physical Requirements:
This position is an office position and is primarily sedentary and may involve repetitive motions. The employee is regularly required to sit, type, use a mouse, phone, or similar office equipment. Occasionally required to lift objects of 20 lbs. or less.
Jacksons is an Equal Employment Opportunity Employer and will ensure that applicants and employees are given equal opportunities in employment and contracting activities regardless of race, religion, color, national origin, sex, age, disability, or any other protected characteristic.
Salary : $18 - $20