Retail Front Desk/Client Services Specialist

Tootsies is seeking a dedicated Client Services Specialist to join our team, working full-time (40 hours per week) on weekdays and Saturdays, with additional availability required for special events. In this role, you will play a key part in delivering exceptional service and support to both our customers and team members. If you thrive in a fast-paced environment, excel at building relationships, and have a keen eye for detail, we invite you to explore this opportunity.

Responsibilities:

• Build strong customer relationships by providing efficient, friendly service.
• Proactively collect and verify essential customer information, including addresses, phone numbers, emails, and birth months, in a courteous and thorough manner to support company goals. Ensure client profiles are complete, accurate, and free of duplication, and maintain all information in accordance with company policy.
• Maintain security awareness by safeguarding company passwords and access codes.
• Accurately process sales transactions at the appropriate price using the store’s point of sale system, accepting all forms of payment, including cash, checks, credit cards, and gift cards; ensure customers receive transaction receipts. Handle merchandise returns and exchanges, including issuing refunds or store credits.
• Verify that merchandise sold matches the printed receipt and the payment recorded, ensuring accuracy and quickly addressing any discrepancies.
• Perform opening and closing procedures, including preparing bank deposits and change requests.
• Assist stylists with merchandise lookups and transfers, and pull will calls, alterations, and special orders as needed.
• Maintain front desk supplies and keep the area organized at all times; assist with returning go backs to the appropriate sales floor location.
• Provide consistent email communication and timely follow-up.
• Maintain professional and supportive relationships with stylists, fellow team members, and all store locations.
• Maintain a fashionably styled personal appearance.
• Assist with recurring physical inventory.
• Support store events, complete special projects, and perform other duties as assigned.

Customer Service:

• Answer and direct calls pleasantly and promptly.
• Greet and acknowledge all customers promptly, addressing them respectfully by their preferred name to ensure an exceptional experience.
• Respond to customers’ questions and provide information on procedures and policies in a helpful manner.
• Address customer concerns and refer them to a manager when necessary; only a manager is authorized to deny returns or similar requests.
• Engage customers in friendly conversation during transaction processing, alterations, holds, will calls, or special order pickups to ensure a positive experience.
• Ensure customer waiting times are minimal by efficiently managing transactions and processes. If delays occur, address the issue promptly and keep the customer informed to maintain their confidence and satisfaction.
• Offer to contact the customer’s regular or preferred stylist. If the customer does not have one, ensure they are connected with a stylist.
• Offer carry-out service to customers upon completion of their transaction.
• Bag, box, or gift wrap merchandise with the highest level of appearance and care.

Qualifications:

• Retail experience is required; experience in a luxury environment is preferred.
• Demonstrates a sense of urgency and a self-motivated attitude.
• Excellent organizational skills with the ability to prioritize tasks.
• High level of attention to detail.
• Excellent interpersonal and communication skills.
• Strong customer service skills.
• Basic computer skills.
• Willingness and ability to work a flexible schedule, including weekends, evening store events, and other retail business needs.

Education:

High school education or equivalent.

Tootsies is proud to be an Equal Opportunity Employer.