Salon Customer Experience Specialist - Lehigh Valley Mall

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. It also involves supporting the salon team, resolving client concerns, and 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 recommend retail products based on guests’ needs, stylist consultation, and seasonal promotions. Achieve or exceed individual retail sales goals and contribute to overall salon sales targets. Educate guests on product benefits and usage to support their at‑home care routine. Partner with stylists to reinforce product recommendations during checkout. Support execution of in‑salon promotions, product launches, and limited‑time offers. Actively support daily, weekly, and monthly retail goals by upselling salon products while meeting productivity expectations for the CSES position. Drive retail sales by recommending products that align with guest needs and stylist consultations, using FindMore when appropriate. Encourage guest rebooking and promote JCPenney Rewards and credit‑card acquisition and usage. Customer Service Greet every guest warmly and professionally, creating a memorable first impression. Engage and actively listen, ensuring guests feel supported and excited to return. Deliver a seamless and personalized experience from check‑in to check‑out. Communicate effectively with guests to confirm appointments and answer questions. Support a positive team environment by collaborating with stylists, managers, and fellow Customer Experience Specialists. Uphold a high standard of hospitality that reflects the salon’s commitment to quality in every detail. General Operations Meet or exceed company attendance and on-time standards. Participate in ongoing skills development through company or vendor‑provided training and practice. Promote and support events that drive traffic, client engagement, and service bookings. Participate in team meetings and training to stay aligned with salon goals. Ensure front desk operations run smoothly, including accurate scheduling, guest check‑in/out, and payment processing. Uphold salon cleanliness and organization standards within the front desk and retail area. Handle phone and in‑person inquiries efficiently and professionally. Support inventory management by tracking product levels, restocking shelves, and alerting leadership of low stock. Follow salon policies and procedures, including safety, sanitation, and compliance protocols. Qualifications Passion for salon products and services; understand how they benefit clients. Results‑oriented: solve problems, make smart decisions that drive sales, profit, and customer service, execute work efficiently, and inspire strong performance in oneself and others. Ownership: provide great customer service, cooperate and build inclusive, respectful relationships, and take accountability for actions and outcomes. Intensity: proactively find ways to improve the customer experience, demonstrate confidence and courage to do what is right, and act with energy and urgency. Benefits Eligible associates receive a competitive benefits package that may include medical, dental, vision, term life insurance, paid vacation/holidays, and a 401(k) with company match. All associates are eligible for an associate discount on JCPenney merchandise. Eligible associates receive additional compensation for scheduled work on designated holidays. Compensation USD $12.00/Hr – $15.00/Hr. #J-18808-Ljbffr JCPenney