{"id":3166944,"url":"https://alion.io/job/tous-les-jours-customer-experience-specialist-temp","title":"Customer Experience Specialist [TEMP]","company":{"id":1829951,"name":"TOUS les JOURS","domain":"tljus.com","url":"https://alion.io/company/tljus","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Buena Park, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":29,"max":33,"currency":"USD","period":"hour","gross":null,"usd_annual":66000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-23T17:39:33Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-02T21:10:59Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Department: Communications\nReports To: Sr. Director of Engagement & Communications\nLocation: Buena Park, CA (Greater Los Angeles Metropolitan Area)\nAbout Us\nAt CJ Foodville USA, home of TOUS les JOURS brand, we are passionate about delivering more than a place to enjoy pastries and coffee. TOUS les JOURS is a neighborhood bakery café where warmth, quality, and connection come together through a distinctive K-bakery experience, featuring freshly baked breads, pastries, cakes, and beverages.\nAs the TOUS les JOURS franchise network continues to grow, we are committed to delivering a consistent and positive experience at every bakery café. We are seeking a customer-focused and highly organized Customer Experience & Satisfaction Specialist to manage customer inquiries, coordinate issue resolution, and help us better understand and respond to customer feedback.\nPosition Summary\nThe Customer Experience Specialist is responsible for the day-to-day management of customer inquiries, complaints, compliments, and feedback received through the company’s customer service channels.\nThis position communicates directly with customers, gathers relevant information, documents each case, and coordinates with bakery cafés and internal departments to support timely and appropriate resolutions. The Specialist also tracks recurring concerns, maintains customer service records, and prepares regular reports on customer satisfaction and common experience issues.\nThis is a hands-on role for someone who is empathetic, detail-oriented, and comfortable managing multiple customer cases in a fast-paced environment. The ideal candidate takes ownership of follow-up, communicates professionally, and remains calm when handling sensitive or escalated concerns.\nEssential Duties and Responsibilities\nCustomer Inquiry and Case Management\nMonitor designated customer service channels, including email, website submissions, mobile app, social media, customer surveys, and other feedback platforms.\nRespond to customer questions, complaints, compliments, and requests within established response-time standards.\nGather the information needed to investigate customer concerns, including bakery location, date and time of visit, purchase details, photographs, receipts, and other relevant documentation.\nAccurately enter, categorize, and maintain customer cases in the company’s tracking or ticketing system.\nCoordinate with Operations, Quality Control, Marketing, Digital Experience, Supply Chain, and bakery leadership to research and resolve customer concerns.\nFollow up with internal partners and bakery cafés to keep cases moving toward resolution.\nPrepare clear, empathetic, and accurate customer responses using approved messaging and brand guidelines.\nEscalate food safety, allergen, product quality, employee conduct, legal, security, media, or reputational concerns to the appropriate internal team.\nCommunicate approved resolutions, service-recovery options, or next steps to customers.\nConfirm that cases are properly documented and closed once all necessary follow-up has been completed.\nMaintain professional and confidential records of customer interactions.\nCustomer Satisfaction Tracking and Reporting\nCategorize customer feedback by bakery, issue type, product, channel, and resolution status.\nMaintain accurate trackers for open cases, overdue follow-ups, escalated concerns, and completed resolutions.\nCompile weekly and monthly summaries of customer inquiries, complaint volume, response times, resolution status, and recurring themes.\nTrack available customer satisfaction measures, such as survey results, satisfaction scores, or Net Promoter Score.\nIdentify repeated concerns or sudden increases in complaints and promptly notify the Director of Communications.\nProvide supporting details and examples to help internal teams understand common customer pain points.\nAssist with customer surveys and other feedback-collection activities.\nVerify the accuracy of customer experience data before reports are distributed.\nCustomer Communications and Administrative Support\nMaintain and update approved response templates, FAQs, standard operating procedures, contact lists, and escalation guidelines.\nDraft routine customer notices, follow-up messages, FAQs, and other customer-facing materials as assigned.\nUpdate customer response language when products, promotions, policies, or operational procedures change.\nProofread customer-facing communications for accuracy, clarity, grammar, and consistency.\nHelp ensure that responses across customer service channels reflect the TOUS les JOURS brand voice.\nMaintain organized electronic files and supporting documentation for customer cases.\nParticipate in regular check-ins with internal teams to review open cases and outstanding follow-up items.\nProvide administrative and communications support for customer experience initiatives as needed.\nPerform other related duties as assigned.\nQualifications\nBachelor’s degree in Communications, Business, Hospitality, Marketing, or a related field preferred, or an equivalent combination of education and professional experience.\nThree or more years of experience in customer service, guest relations, customer support, complaint resolution, communications, or a related field.\nExperience responding directly to customer questions, complaints, and escalated concerns.\nExcellent written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically.\nStrong organizational skills and attention to detail.\nDemonstrated ability to manage multiple cases, deadlines, and follow-up items simultaneously.\nSound judgment and the ability to recognize when an issue requires immediate escalation.\nExperience using CRM systems, customer service ticketing tools, feedback platforms, or shared case-management systems.\nProficiency with Microsoft Outlook, Word, Excel, and PowerPoint.\nAbility to compile, organize, and summarize basic customer service data.\nAbility to work collaboratively with bakery operators, franchisees, and corporate departments.\nExperience in the restaurant, bakery, retail, hospitality, or franchise industry is preferred.\nCore Competencies\nCustomer empathy and service orientation\nCase ownership and follow-through\nClear and professional communication\nAttention to detail and accuracy\nOrganization and time management\nPractical problem-solving\nSound judgment and appropriate escalation\nAbility to remain calm and professional under pressure\nCollaboration and responsiveness\nCommitment to customer satisfaction and continuous improvement\nWhat We Offer\nA dynamic and collaborative work environment with a mission-driven brand.\nOpportunities for professional growth within a rapidly expanding franchise network.\nThe opportunity to directly improve the experiences of TOUS les JOURS customers and bakery café teams.","description_format":"text","description_chars":6863,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Food & Beverages","Bakery & Pastry"],"lifecycle":[{"event":"open","at":"2026-10-23T17:39:33Z"}],"visa":[],"liveness":{"score":82,"band":"hot","label":"Hiring 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