Customer Engagement Coordinator

At Parker's Kitchen, we're redefining convenience by putting people first customers and team members alike. At the heart of our mission is a commitment to delivering exceptional service experiences every time. We're looking for a customer-obsessed, solutions-driven Customer Engagement Coordinator to help us deepen relationships with our guests, promote our brand, and empower our frontline teams. As a Customer Engagement Coordinator, you'll play a vital role in ensuring that every guest interaction, whether in-store, online, or through our app reflects our commitment to treating customers like family. You'll be instrumental in resolving issues, gathering feedback, and helping our teams deliver standout service every day.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities:

• Serve as the go-to contact for customer questions, concerns, and compliments-delivering timely, empathetic, and effective support.
• Address customer concerns with a customer-first mindset and perform problem solving steps to reach a resolution across the following channels: phone, email, web chat, and app.
• Assist customers with loyalty account maintenance and app support when needed.
• Escalate serious matters when needed, ensuring every concern is handled with care.
• Follow up with guests to confirm satisfaction and build loyalty through personal, proactive communication.
• Create and maintain accurate and detailed customer account records in our ServiceNow ticketing system.
• Review data analytics routinely with the customer engagement specialist to ensure the most accurate information is used in responses, and metric goals are being met.
• Collaborate with the Marketing Team on customer-facing matters.

Knowledge, Skills, and Abilities:

• Strong communication skills-empathetic, clear, and persuasive
• Ability to multi-task in a fast-paced work environment
• Ability to manage multiple priorities while keeping the customer at the center
• Ability to maintain thorough, accurate, and organized documentation
• Ability to maintain a professional attitude and positive approach in all interactions

EDUCATION AND REQUIREMENTS

Required:

• Ability to multi-task in a fast-paced work environment
• Previous customer service experience in a customer-facing, retail, or hospitality environment required
• Ability to multi-task in a fast-paced work environment

Preferred:

• High school diploma or equivalent preferred; college-level degree is a plus
• 1-3 years of experience working in a call center environment preferred
• Experience working with CRM platforms and ticketing systems preferred
• Bilingual (English/Spanish) preferred
• Must be able to work on-site at our corporate headquarters in Savannah, GA.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting/standing at a desk and working on a computer
• Must be able to lift up to 15 pounds at times