Customer Retention & Operations Specialist

Description: Join a Team Where Customer Experience Meets Operations

We’re more than a retail storewe’re a solution. At Good Feet, we help people rediscover comfort and mobility, one step at a time. Our arch supports are designed to make a real difference in customers’ lives, and we take pride in the meaningful, consultative service we provide.

As America’s leading Arch Support provider, The Good Feet Store has built its reputation on helping customers find personalized solutions that support how they live, work, and move. Our teams combine service, education, and a genuine commitment to improving the customer experience.

This role offers the opportunity to contribute well beyond a single functionsupporting customers, stores, technology, operations, inventory, and leadership while becoming an important part of how our organization continues to grow and improve.

About the Role

The Good Feet Store is seeking an experienced, highly capable Customer Service & Retention Specialist to support our growing multi-state franchise organization.

At its core, this role is centered on the customer relationship. This individual will be responsible for resolving complex customer concerns, strengthening retention, and ensuring that customers feel heard, supported, and confident in the service they receive.

The scope, however, extends well beyond traditional customer service.

This position will also serve as a trusted operational resource across the organization, supporting technology, inventory, reputation management, store operations, reporting, special projects, and the day-to-day challenges that come with operating multiple retail locations.

We are looking for someone with range: a professional who can manage a sensitive customer issue, work confidently within a CRM or POS system, analyze information in Excel or Tableau, support an inventory reconciliation, coordinate an urgent store repair, and keep a leadership project moving forward without losing sight of the details.

Strong technological competence is essential. The successful candidate should be comfortable working across CRM platforms, Point-of-Sale systems, HRIS platforms, Microsoft Excel, Artificial Intelligence tools, and Business Intelligence platforms such as Tableau. Just as important is the ability to learn unfamiliar systems quickly and understand how technology can improve customer service, reporting, operations, and decision-making.

Customer Service & Retention

Customer service and retention are the primary responsibilities of this position.

• Manage escalated customer concerns from initial contact through resolution, with an emphasis on retention, service recovery, and preservation of the customer relationship.
• Partner closely with store leadership and the Corporate Director of Customer Service to investigate concerns and determine thoughtful, appropriate resolutions.
• Maintain timely and professional communication with customers throughout the resolution process.
• Document customer interactions, outcomes, and follow-up within applicable CRM systems.
• Identify recurring concerns and emerging customer trends and communicate meaningful findings to leadership.
• Contribute to the ongoing improvement of customer-service processes, policies, and standards.

Operations & Store Support

This position will serve as a flexible and dependable operational resource to stores and leadership.

• Support store evaluations, operational follow-up, reporting, and documentation.
• Coordinate special projects on behalf of executive and operational leadership.
• Assist with administrative processes, including timecard review and operational reporting.
• Coordinate urgent store needs with outside vendors and service providers, including HVAC, plumbing, flooding, maintenance, and facility repairs.
• Track operational issues and projects through completion, ensuring clear ownership and follow-through.
• Identify inefficiencies or process gaps and help develop practical solutions that improve consistency across locations.

Technology & Business Intelligence

Technology competence is a core requirement of this role.

The ideal candidate will be comfortable working acrossand learningmultiple business platforms, including:

• Customer Relationship Management (CRM) systems
• Point-of-Sale (POS) systems
• Human Resources Information Systems (HRIS)
• Microsoft Excel
• Tableau and other Business Intelligence platforms
• Artificial Intelligence and AI-enabled business tools
• Operational, inventory, customer-service, and workforce-management systems
• New technologies introduced as the organization continues to evolve

This position is not an IT role, but it does require strong systems fluency, technical confidence, and intellectual curiosity. The successful candidate should understand how information moves through a business and be comfortable using technology to improve service, reporting, organization, and execution.

Inventory Support

Inventory will be an important and increasingly significant part of the position.

• Assist with inventory reporting, reconciliation, and store-level inventory needs.
• Investigate discrepancies and help drive issues toward resolution.
• Support inventory controls and accountability across locations.
• Partner with operational leadership to strengthen inventory processes and reporting.
• Assume greater responsibility for inventory functions as the position develops.

Reputation & Review Management

This role will also support the organization’s customer-review and reputation-management efforts.

• Monitor and coordinate customer review activity across locations.
• Administer review-related incentive and recognition programs.
• Maintain accurate reporting related to review activity, participation, and performance.
• Identify patterns in customer feedback and elevate meaningful trends to leadership.
• Support initiatives designed to strengthen customer engagement and the organization’s public reputation.

Project & Leadership Support

Because this role touches multiple areas of the business, strong judgment and organization are essential.

• Facilitate projects involving multiple stores, departments, vendors, and leaders.
• Establish timelines, organize information, and maintain clear communication throughout a project.
• Take ownership of outstanding items and ensure appropriate follow-through.
• Develop processes, reporting tools, templates, or documentation where additional structure is needed.
• Step comfortably into new responsibilities as business needs and organizational priorities evolve.

Who We’re Looking For

The strongest candidate will be highly organized, technologically capable, customer-focused, and unusually resourceful.

You should be comfortable working independently while also building strong relationships with customers, store employees, managers, executives, corporate partners, and outside vendors.

You are someone who sees an unresolved issue and instinctively begins determining what needs to happen next.

Excellent operations are often invisible: the customer is taken care of, the store gets the support it needs, the right people are informed, the issue is resolved, and the business keeps moving. This role is for someone who takes pride in making that happen.

Why This Role Matters

This position sits at an important intersection of customer experience and operational execution.

The Customer Service & Retention Specialist will have visibility across the organization and the opportunity to become a trusted resource to both store and executive leadership. As the organization grows, this position will have the opportunity to assume greater responsibility across operations, technology, inventory, reporting, and organizational projects.

We are looking for someone who takes ownership, builds trust, solves problems, and brings order to complexity.

Someone who makes the organization work better because they are part of it.

Requirements:

• 5+ years of customer service, customer retention, or customer experience preferred.
• 3+ years of operations, inventory, or multi-location business support experience preferred.
• Demonstrated ability to manage complex or escalated customer situations with professionalism, empathy, and sound judgment.
• Strong proficiency with Microsoft Excel, CRM platforms, Point-of-Sale systems, and HRIS platforms.
• Demonstrated technical aptitude and the ability to quickly learn and navigate new business systems.
• Experience with Tableau, Business Intelligence platforms, reporting tools, and AI-enabled technology strongly preferred.
• Working knowledge of inventory processes, inventory controls, and reconciliation.
• Ability to interpret information from multiple systems and use data to support customer-service, operational, workforce, and business decisions.
• Excellent written and verbal communication skills.
• Strong organizational, project-management, and follow-through capabilities.
• Ability to manage competing priorities across multiple locations while maintaining accuracy and attention to detail.
• Confidence working with senior leadership, store teams, customers, corporate partners, and outside vendors.
• Strong analytical and problem-solving ability.
• High degree of discretion, accountability, and professional judgment.
• Ability to adapt as responsibilities, technology, and organizational needs evolve.