Customer Care & Store Support Specialist

JOB SUMMARY

The Customer Care & Store Support Specialist serves as a vital operational bridge between field teams, the home office, and our customers. In this highly visible, dual-capacity role, you deliver expert-level support across both Customer Care and Store Support functions. Ensuring exceptional service experiences while equipping store teams with the tools, guidance, and clarity they need to succeed.

You take ownership of complex inquiries and escalated customer concerns, resolving issues with professionalism, empathy, and sound judgment. With a proactive, solutions-oriented mindset, you look beyond immediate resolution to identify root causes, uncover trends, and recommend process improvements that strengthen operational consistency across all store locations.

Acting as a strategic liaison between stores and corporate partners, you translate real-time operational challenges into clear, actionable solutions. You collaborate cross-functionally to streamline workflows, improve communication, and align field execution with company standards—ultimately elevating both the customer experience and the store team experience.

Note: This role offers the benefit of remote work from home with occasional travel to our Home Office based in Coppell, TX. The ideal candidate must reside in the Dallas/Ft. Worth Metro area.

ESSENTIAL FUNCTIONS

• Operational Excellence: Assess efficiency opportunities and collaborate with cross-functional partners to create scalable, consistent chain-wide processes. Analyze recurring issues and recommend proactive solutions to reduce escalations.

• Field Support & Liaison: Serve as the primary point of contact for store operational inquiries. Translate field feedback into actionable insights and partner with corporate teams to drive resolution and clarity.

• Customer Engagement (Internal & External): Manage and resolve complex customer inquiries via email. De-escalate sensitive issues with professionalism and empathy, ensuring full resolution and customer satisfaction.

• Documentation & Communication: Develop, update, and maintain operating procedures, job aids, and field communications to support operational consistency.

• Collaboration & Continuous Improvement “Win Together”: Partner with Field Leaders and cross-functional teams to prioritize initiatives, improve service standards, and support innovation efforts.

QUALIFICATIONS

High school diploma or equivalent required.

• Minimum of 2 years of experience in retail store operations, customer care, or related retail support functions.

• Proficient in all Microsoft Office applications: Excel, Word, PowerPoint, Outlook and Teams.

• Experience with customer service or case management systems preferred.

• Familiarity with major social media platforms.

• Communicates policies, decisions, and expectations effectively while maintaining positive working relationships.

• Evaluates situations thoughtfully, determines appropriate next steps, and escalates issues when necessary.

• Demonstrates self-awareness and empathy when handling sensitive or escalated situations. Maintains professionalism and composure in challenging interactions.

• Effectively de-escalates difficult customer and field concerns by actively listening, clarifying issues, and driving toward timely, fair resolutions.

• Detail-oriented with strong organizational skills.

• Maintains effectiveness in a fast-paced environment with shifting priorities and high-volume inquiries.