C.L. Thomas, Inc./Speedy Stop Food Stores is seeking a highly motivated individual to join our corporate marketing TEAM in the role of Customer Engagement Representative.
The role of the Customer Engagement Representative is to build strong customer loyalty by enhancing the customer experience through assisting in the implementation of various marketing and customer programs such as Rewards, Fleet, etc. The Customer Engagement Representative will assist the Marketing Department in directly engaging customers and responding to questions or concerns from customers through email, phone calls, online posts, etc.
Minimum Qualifications and Prerequisites:
- 2 + years direct work experience in customer service, retailing, or marketing is preferred.
- Solid working knowledge of current computer and IT technology to include Excel, Outlook, and Word. Must be able to learn, understand, and apply new technologies
- Experience in a team-oriented, collaborative work group(s).
- Able to manage shifting priorities, responsibilities, strategies, demands, timelines, multiple projects with conflicting deadlines and meet those deadlines while maintaining team spirit
- Excellent interpersonal skills: ability to articulate verbally and written, willingness to appropriately navigate difficult issues; ability to think quickly and present to an audience.
- Ability to effectively prioritize, multi-task, manage time, organize and execute tasks in a high-pressure environment
- Dynamic personality, ability to be persuasive, encouraging, diplomatic, elicit cooperation, able to influence and lead people by interacting with a wide variety of individuals internally as well as externally
- Strategic thinker: develops strategy and executes against a detailed plan-anticipates future needs and trends
Essential Duties & Responsibilities
- Responsible for direct engagement with customers, including through programs such as Speedy Stop Rewards and Speedy Stop Fleet.
- Advocate and promote the SS Rewards Program with customers and internal team members.
- Escalate Speedy Stop Rewards and website issues to appropriate department or person for resolution.
- Respond to customer questions and issues related to various programs such as Speedy Stop Rewards, Speedy Stop Fleet, and other customer or marketing programs
- Assist in management of supplies and materials for Speedy Stop Rewards, Speedy Stop Fleet, and other marketing programs
- Assist in implementation of Speedy Stop Rewards, Speedy Stop Fleet, and other customer facing programs
- Build strong customer loyalty by providing tailored responses to match each customer issue. Work with operations and appropriate team members and respond to customer comments made through various mediums, such as Customer Surveys, Facebook, Google, Yelp, etc.
- Process all (phone and digital) customer issues and requests within 24 hours or as quickly as possible.
- Assist with planning of promotional and company events.
- Carry out other tasks as requested.
Work Conditions
- Typically workweek includes Monday-Friday 8 AM - 5 PM, however schedule must be flexible do to shifting priorities. Maybe asked to report to work early, stay late and/or work on weekends on rare occasions.
- Work week may exceed 40 hours per week.
- Able to participate in sessions, presentations, and meetings.
- Some travel may be required.
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Ability to Commute:
- Victoria, TX 77901 (Required)
Ability to Relocate:
- Victoria, TX 77901: Relocate before starting work (Required)
Work Location: In person
