Customer Experience Coordinator

Job Description

Job Description

WHO WE ARE :

Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services : JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care.

Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success.

Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses.

For more about Empower Brands, visit the company's new website at EmpowerFranchising.com.

Position Summary :

JAN-PRO is seeking a detail-oriented and proactive Brand Customer Experience Coordinator to support our brand management team.

This role involves combining administrative tasks with brand coordination responsibilities to ensure the effective execution of our marketing strategies, customer experience, and operational processes.

The ideal candidate will have strong organizational skills and a passion for enhancing our brand.

Essential Duties and Responsibilities :

• Focus on improving customer service and retention.
• Provide training on customer experience and best practices.
• Develop retention strategies.
• Monitor customer satisfaction and feedback.
• Assist franchisees in resolving customer issues and improving service quality
• Analyze franchisee performance data.
• Provide insights and recommendations based on data analysis.
• Track the effectiveness of growth initiatives.
• Develop and maintain performance dashboards.
• Support the field team with data-driven decision-making.
• Provide logistical and administrative support to the JAN-Pro Leadership team
• Coordinate scheduling and communication.
• Prepare reports and documentation.
• Assist with planning and organizing training sessions and meetings
• Manager contest data and own the awards
• Assist National Accounts with RFP completion and other administrative responsibilities
• Assist National Account with communications with Regional Developers.

Minimum Qualifications (Knowledge, Skills, And Abilities) :

• Education : Associates degree required; Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Experience : 1-3 years of experience in brand management, customer experience, marketing coordination, or administrative support
• Strong organizational and multitasking abilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with marketing and project management tools.
• Ability to work independently and as part of a team in a dynamic environment.
• High attention to detail and proactive problem-solving skills.

Attributes :

• Professionalism : Demonstrates professionalism and discretion in handling confidential information.
• Adaptability : Flexible and able to manage changing priorities and multiple tasks effectively.
• Creative Thinking : Enthusiastic about brand management with the ability to contribute innovative ideas.
• Customer Obsessed : Committed to providing excellent service to both internal and external stakeholders.

Note :

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.

Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Empower Brands is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.

Empower Brands makes hiring decisions based solely on qualifications, merit, and business needs at the time.