The Customer Service Associate provides customer service that is above and beyond for customer satisfaction and retention creating a culture of empowerment for employees to provide excellent customer service.
- Responsible for first contact resolution and the customer interaction experience within the location.
- Immediately handles and resolves customer issues at the counter and returns with the highest level of hospitality and professionalism.
- Serves at the primary Net Promoter Score (NPS) liaison for the management team, updating and communicating on all performance actions and decisions related to Net Promoter Score.
- Analyzing NPS results to determine cause and execute on plans to improve guest satisfaction.
- Improves service by communicating and assisting employees to understand customer needs, providing guidance, feedback, and individual coaching when needed.
- Ensures that all corporate policies and procedures are administered and followed by all staff.