Salon Customer Experience Specialist - Mall Saint Matthews

Salon Customer Experience Specialist The Customer Sales and Experience Specialist is the first and last impression of the salon, responsible for creating a welcoming, professional, and elevated experience for every guest. This role ensures smooth front desk operations, accurate appointment scheduling, and prompt, courteous service. In addition to supporting the salon team and resolving client concerns, the Customer Sales and Experience Specialist plays a key role in driving salon success by confidently recommending and selling retail products that support each guest's hair routine. By combining exceptional customer service with product knowledge and sales focus, this role helps build client trust, boost revenue and reinforces the salon's commitment to delivering expert care beyond the chair. Primary Responsibilities Sales Proactively recommends retail products based on guests' needs, stylist consultation and seasonal promotions. Achieves or exceeds individual retail sales goals and contribute to overall salon sales targets. Educates guests on the benefits and usage of products to support their at-home care routine. Partners with stylists to reinforce product recommendations during checkout. Supports the execution of in-salon promotions, product launches and limited time offers. Actively supports daily, weekly, and monthly retail goals by educating guests and upselling salon products which also result in meeting the minimum productivity expectations for the CSES position. Drives retail sales by recommending products that align with guest needs and stylist consultation while utilizing FindMore when appropriate. Encourages guest rebooking and promotes JCPenney Rewards and Credit Card acquisition and usage. Customer Service Greets every guest with warmth and professionalism, creating a welcoming and memorable first impression. Engages and actively listens; ensures guests feel supported, and excited to return. Delivers a seamless and personalized experience throughout the guest's visit, ensuring satisfaction from check-in to check-out. Communicates effectively with guests to confirm appointments and answer questions. Supports a positive team environment by collaborating with stylists, managers, and fellow Customer Experience Specialists. Upholds a high standard of hospitality that reflects the salon's commitment to quality in every detail. General Operations Meets or exceeds company attendance and on-time standards. Participates in ongoing skills development through company and/or vendor provided training and skill practice. Promotes and supports events that drive traffic, client engagement, and service bookings. Participates in team meetings and training to stay aligned with salon goals. Ensures front desk operations run smoothly, including accurate scheduling, guest check in and out and payment processing. Upholds salon cleanliness and organization standards within front desk and salon retail area. Handles phone and in person inquiries with efficiency and professionalism. Supports inventory management by tracking product levels, restocking retail shelves and alerting leadership of low stock. Follows salon policies and procedures, including safety, sanitation, and compliance protocols. Qualifications Passion for Salon: A love for product and salon services. An understanding of the client's benefits from products and a variety of salon services. Results: Solve problems and make smart decisions that drive sales, profit, and customer service; execute work efficiently and effectively; inspire strong performance in yourself and others. Ownership: Provide great customer service; cooperate and build positive, inclusive, and respectful relationships; take accountability for your actions and outcomes. Intensity: Proactively find ways to improve the customer experience; show the confidence and courage to do what is right; act with energy and urgency. What you get If eligible, we offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays*, and 401(k) with company match. All associates are eligible for an associate discount on JCPenney merchandise. For paid holidays, associates who are eligible for paid vacation (MTO) are also eligible for eight paid holidays during the calendar year. All store hourly associates scheduled to work on a designated holiday will receive additional compensation. *For paid vacation days, as well as eligibility requirements for other benefits, please visit Pay Range: USD $12.00/Hr - USD $15.00/Hr. #J-18808-Ljbffr JCPenney