Guest Experience Representative

Job Description

Job Description

Robbins Brothers Guest Experience Representative

Job Description

At Robbins Brothers, we are experts at helping guests create once-in-a-lifetime moments. Our primary focus is on creating a seamless purchasing experience for our guests with the majesty of diamonds. We aspire to be our guests’ jeweler of choice, whether it is for the magic of an engagement or a fashion gift for that special someone.

We celebrate our associate’s personal and career milestones in a supportive and rewarding work environment. We offer competitive compensation packages. It is our aim to help you cultivate your natural talent and create a rewarding and long-term career with our team. You will have opportunities to develop as a professional and grow your role within the Robbins Brothers organization.

Our Culture and Community

We seek out team members who share our values and an unwavering commitment to fostering a diverse, inclusive, and multi-cultural environment. That means we actively look for people, like you, who are collaborative, open, creative, passionate, warm, curious, accommodating, and courteous, with a thirst for knowledge, a passion for jewelry, a fondness for fun, a generous heart, and a community-minded spirit.

Robbins Brothers offers a full-time schedule that includes on-site work in one of our showrooms.

Role

The Guest Experience Representative is an entry level multi-dimensional position where you can learn the foundations of retail operations and best practice in the jewelry sales industry. In this role your responsibilities span greeting and welcoming guests to accurately managing operational activities such as point of sale transactions. In addition, you will greet and check in guests, turnover to sales associates, manage service or repair requests, assist with special orders, work with product inventory, and communicate with guests via telephone and email. Over your tenure, you will have the opportunity to learn about the legendary Robbins Brothers sales process. At all times, you will adhere to the company’s operational and security policies and procedures involved in operating a store.

The Guest Experience Representative works closely with the General Manager, Floor Manager, Operations Manager/Coordinator in all aspects of the Retail Store

function and is responsible for modeling, support and adherence to company policies, procedures, and values.

Guest Services

• Completes all required on-boarding and assigned training modules in the prescribed timeframe.

• Greets guests with a pleasant and professional demeanor.

• Promptly answers telephone calls according to established company guidelines.

• Demonstrates professional communication skills and responds to guests without delay.

• Interacts with guests in a caring and professional manner with verbal and written communication.

• Replies promptly to guests questions and requests, works continuously to exceed their expectations.

• Responds to guest’s time sensitive needs, acknowledges sense of urgency, and meets deadlines.

• Ensures all guests information is captured and entered into store systems.

• Demonstrates superior guest service when delivering new purchases or repaired jewelry.

• Provides quality care assurance to guests and acknowledges concerns.

• Capable of recognizing additional buying behavior and demonstrates collaboration skills for guest turnover.

Service Orientation

• Greets guest, makes a positive impression, and builds rapport.

• Utilizes active listening to determine guests needs, i.e., design and service, special orders, merchandise pick up.

• Effectively coordinates design and service, repair requirements or special orders on behalf of guest, completes documentation and adheres to policies and procedures.

• Addresses guests’ concerns, utilizes effective problem-solving skills, and engages team members and managers for support at appropriate the time, adheres to store procedures.

• Exhibits initiative to engage guests and demonstrates a service orientation when required by traffic in the store.

• Determine guests’ buying behavior, introduce Robbins Brothers promotions.

• Collaborates and brainstorms with team members, knows when to transition guest to colleague.

• Prioritizes tasks and manages time effectively to meet expectations, deadlines, and

targets.

• Practices all aspects of guest relationship management.

• Assists guest experience manager with social medial responsibilities.

Store Operations

• Adheres to office opening and closing procedures as required by the company policy.

• Inspects daily sales transactions and ensures accounts are balanced, addresses discrepancies.

• Accurately enters the point of sale (POS) transaction into the system.

• Ensures merchandise case counts are accurate by following the required company processes.

• Accurately creates move orders and enters transactions into merchandise system.

• Adheres to corporate directed merchandise price changes, ensure process and procedures are followed.

• Examine daily jewelry repair logs and reconcile completed work.

• Reconcile certificate of replacement value documents and ensure accuracy.

• Reads and responds to all office emails in a timely and professional manner.

• Adheres to shipping and receiving policies and demonstrates required procedures for the same.

Store and Office Maintenance

• Maintains merchandise display cases throughout the day.

• Orders office supplies to maintain stock as required.

• Stock the guest lounge as required.

• Maintain store collateral supplies.

Store Security

• Adheres to company security policies and procedures for store operations.

• Maintains continual awareness of security concerns when operating within the store.

• Adheres to company policies and procedures for handling merchandise.

• Complies with policies and procedures for opening and closing the store.

Values

• Demonstrates integrity in work practices by adhering to company policies and procedures, i.e., attendance, training, duties as assigned, corporate requests, etc.

• Displays ability to share information and receive feedback in a business appropriate manner, manages conflict with open dialogue.

• Acts in the best interest of the guests, team, and company.

• Exhibits transparency and fairness in all transactions and interactions.

• Takes responsibility for actions and decisions.

• Utilizes best practice strategies to meet time sensitive activities and interactions.

• Demonstrates Robbins Brothers Values.

Job Specifics

Job Type: Full-time

Reports To: Guest Experience Manager, Operations Manager, or Office Coordinator

Compensation: Hourly

Benefits:

• 401(k)

• Medical, Dental and Vision insurance

• Employee discount

• Vacation Shift:

• Day shift

• Evening shift

• Weekends Experience:

• Customer service: 3 years (Recommended)

• High-end sales: 3 years (Recommended)

• CRM software: 3 years (Recommended)

• Salesforce: 2 years (Preferred)