Salon Customer Experience Specialist - Francis Scott Key Ml

Salon Customer Experience Specialist

The role of the Salon Customer Experience Specialist is to provide an exceptional client experience while driving retail sales performance and maintaining the look and feel of the salon through core standard execution. Primary responsibilities include:

Client Experience:

• Drive the client experience while maximizing sales potential of each client
• Ensure proper scheduling and continuing appointments, including walk-in clients, booking and re-booking
• Ask appropriate questions to determine client's needs
• Follow current salon selection process to match new client to salon professional's strengths to maximize client satisfaction and sales potential, and schedule accordingly
• Offer all company programs, including credit and rewards, to all clients, offering them all benefits JCPenney has to offer and opening up more potential to purchase and enhance the overall client experience

Inventory Controls:

• Aid the replenishment and restock efforts by working with the support team to ensure salon replenishment standards are maintained
• Monitor retail and backbar on hand accuracy, communicating opportunities to the salon leader

Reception Duties:

• Perform registration of clients, answer phones (utilizes scripted telephone response to enhance the clients salon experience)
• Handle client complaints, exchanges, refunds and adjustments, and cashiers within established guidelines
• Maintain and update automated client records including lab data and release forms

Core Standards:

• Execute floor SET activities, including replenishment, restocking, recovery and visual merchandising in the salon to ensure salon core standards
• Ensure all salon equipment is in good working order
• Work with the salon team to ensure company and state standards are met
• Partner with loss prevention to provide a safe and client friendly environment

Performance Standards:

• Ensure personal salon service and retail sales goals are met
• Communicate retail needs for upcoming events, peak seasons and/or fast selling product to salon leader
• Sell additional services and products, and execute current salon marketing programs
• Consistently meet established performance standards for the role, including (but not limited to)

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 whats 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 .

About JCPenney: JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality, and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty, and jewelry from national and private brands and provides personal services including salon, portrait and optical. The company and its 50,000 associates worldwide serve customers where, when, and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2024, JCPenney celebrates 122 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement.

Pay Range USD $15.00/Hr -USD $18.75/Hr.