Hybrid Retail & Customer Care Specialist

Mason Companies, Inc; Chippewa Falls (WI); On-site; USD 21,000 - 28,000; Full time

Job summary

Mason Companies is seeking a Customer Care and Retail Specialist to serve as a brand ambassador in our retail store and through customer care channels. This role creates a welcoming, service-focused environment and supports inquiries, order processing, escalated concerns, and administrative tasks.

You will engage customers, process transactions, assist with merchandising, and collaborate with store leadership to uphold standards.

Qualifications

• High School Diploma or equivalent preferred.
• Previous customer service experience required.
• Retail sales experience preferred.
• Experience handling escalated customer concerns preferred.
• Cash handling experience preferred.
• Experience with order processing, customer accounts, or administrative support is a plus.

Responsibilities

• Deliver exceptional customer service by greeting, engaging, and assisting every customer entering the store.
• Build meaningful customer relationships through attentive service, product recommendations, and personalized assistance.
• Ensure customers receive a positive and seamless experience from arrival through checkout.
• Resolve customer concerns and service issues in a professional, courteous, and timely manner.
• Process sales transactions accurately and efficiently.
• Assist with opening and closing responsibilities, including cash handling and keyholder duties when required.
• Support store merchandising, stocking, pricing, labeling, and visual presentation standards.
• Maintain a clean, organized, and inviting shopping environment.
• Process customer orders, mail orders, returns, and related documentation with accuracy and attention to detail.
• Handle escalated customer inquiries and concerns across multiple channels, including phone, email, and chat.
• Investigate and resolve complex customer issues while balancing customer satisfaction with company policies and procedures.
• Document customer interactions and resolutions within company systems.
• Provide accurate information regarding products, services, promotions, and policies.
• Support retention efforts through effective problem-solving and customer advocacy.
• Partner with retail leadership and customer care teams to identify opportunities for improving the customer experience.
• Share customer feedback and insights to support ongoing service improvements.
• Assist with special events, promotions, seasonal initiatives, and store projects.
• Participate in training activities and contribute to a positive, team-oriented culture.

Education

High School Diploma or equivalent

Job description

Mason Companies is seeking a Customer Care and Retail Specialist to serve as a brand ambassador in our retail store and through customer care channels. This role creates a welcoming, service-focused environment and supports inquiries, order processing, escalated concerns, and administrative tasks.

You will engage customers, process transactions, assist with merchandising, and collaborate with store leadership to uphold standards.