Seasonal Customer Care & Store Support

About the Role

This temporary, seasonal position serves as a vital operational bridge between field teams, the home office, and customers. In this 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 and guidance they need to succeed.

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

This role offers remote work from home with occasional travel to the Home Office in Coppell, TX. The ideal candidate must reside in the Dallas/Ft. Worth Metro area. Note that this is a temporary seasonal position created to support peak business demands and does not guarantee continued employment beyond the seasonal assignment.

Responsibilities

• 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.
• Serve as the primary point of contact for store operational inquiries, translating field feedback into actionable insights.
• Partner with corporate teams to drive resolution and clarity for store challenges.
• Manage and resolve complex customer inquiries via email, de-escalating sensitive issues with professionalism and empathy.
• Develop, update, and maintain operating procedures, job aids, and field communications to support operational consistency.
• Collaborate with Field Leaders and cross-functional teams to prioritize initiatives, improve service standards, and support innovation efforts.

Requirements

• 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 Microsoft Office applications: Excel, Word, PowerPoint, Outlook, and Teams.
• Experience with customer service or case management systems preferred.
• Familiarity with major social media platforms.
• Strong communication skills to effectively convey policies, decisions, and expectations while maintaining positive working relationships.
• Ability to evaluate situations thoughtfully, determine appropriate next steps, and escalate issues when necessary.
• Demonstrates self-awareness and empathy when handling sensitive or escalated situations.
• Professionalism and composure in challenging interactions, with a focus on de-escalating difficult customer and field concerns.
• Detail-oriented with strong organizational skills, able to maintain effectiveness in a fast-paced environment with shifting priorities and high-volume inquiries.
• Ability to work a flexible schedule during peak business periods, including evenings, weekends, holidays, and overtime as needed.

Working Conditions

• Hybrid/remote role based from home with occasional travel to the Home Office in Coppell, TX.
• Must be able to remain stationary at a desktop workspace for extended periods.
• Ability to move about an office environment.

Schedule

Seasonal assignment expected through January 2027. Hours may vary based on business needs, with availability required during evenings, weekends, and holidays.

Benefits

• 25% store discount (includes seasonal team members).