Customer Experience Associate

Job Description

Job Description

Role Summary

The Elite Customer Service Representative (CSR) is not just a front-desk associate—this role is a revenue driver, brand ambassador, and customer relationship builder. You will be responsible for delivering premium service, maximizing customer lifetime value, and ensuring flawless execution of every order.

This position is ideal for a high-performing individual who thrives in a fast-paced environment, takes ownership, and consistently exceeds expectations.

Core Mission

To create an exceptional customer experience while driving store growth through accuracy, professionalism, upselling, and long-term customer loyalty.

Key Responsibilities

1) Customer Experience Excellence

• Deliver a premium, concierge-level customer experience at every interaction.

• Build trust and long-term relationships with high-value customers.

• Anticipate customer needs and provide proactive solutions.

• Handle customer concerns with confidence, accountability, and professionalism.

2) Revenue & Growth Contribution

• Actively promote high-margin services: pickup & delivery, wash-and-fold, tailoring, garment preservation, and specialty cleaning.

• Identify opportunities to increase ticket size and service frequency.

• Educate customers on service options and benefits.

• Support store initiatives to grow repeat business and subscription-style services.

3) Operational Precision

• Accurately tag, inspect, and process garments with zero tolerance for errors.

• Identify stains, damages, and special handling requirements before processing.

• Ensure every order meets quality standards before release.

• Maintain exceptional organization and store presentation.

4) Ownership & Leadership Mindset

• Take responsibility for store performance during your shifts.

• Support opening/closing procedures and cash accountability.

• Collaborate with plant and delivery teams to ensure seamless execution.

• Set the standard for professionalism, urgency, and attention to detail.

5) Customer Data & Loyalty Management

• Maintain accurate customer profiles, preferences, and service history.

• Support loyalty programs and retention strategies.

• Encourage adoption of pickup and delivery services in Duxbury and surrounding areas.

Performance Standards (Non-Negotiable)

Elite CSRs are measured by:

• Customer satisfaction and retention

• Order accuracy and turnaround reliability

• Upselling and service adoption rates

• Professionalism, punctuality, and accountability

• Contribution to store revenue growth

Ideal Candidate Profile

Required Traits

• High accountability and strong work ethic

• Exceptional communication and interpersonal skills

• Detail-oriented with a zero-error mindset

• Confident, polished, and professional demeanor

• Ability to multitask under pressure without sacrificing quality

Preferred Experience

• Customer service, hospitality, luxury retail, or service-based business

• Sales or consultative service experience

• Familiarity with garment care or dry cleaning (training provided)

Compensation & Incentives

• Competitive hourly pay based on experience

• Performance-based bonuses tied to revenue and customer growth

• Employee discounts on services

• Advancement opportunities into leadership roles

Position Value Proposition

This is not a typical customer service job. It is an opportunity to join a growing premium service brand, develop elite-level service and sales skills, and directly impact the success of a high-end local business.

Artery has been in business for half a century. We are focused on providing a quality service at a reasonable price.

Company Description

Artery has been in business for half a century. We are focused on providing a quality service at a reasonable price.