Job Description

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:

• Drives the client experience while maximizing sales potential of each client
• Ensures proper scheduling and continuing appointments, including walk-in clients, booking and re-booking
• Asks appropriate questions to determine client's needs
• Follows current salon selection process to match new client to salon professional's strengths to maximize client satisfaction and sales potential, and schedules accordingly
• Offers 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:

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

Reception Duties:

• Performs registration of clients, answers phones (utilizes scripted telephone response to enhance the client's salon experience)
• Handles client complaints, exchanges, refunds and adjustments, and cashiers within established guidelines
• Maintains and updates automated client records including lab data and release forms

Core Standards:

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

Performance Standards:

• Ensures personal salon service and retail sales goals are met
• Communicates retail needs for upcoming events, peak seasons and/or fast selling product to salon leader
• Sells additional services and products, and executes current salon marketing programs
• Consistently meets established performance standards for the role

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 what's 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.

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 $16.50/Hr - USD $20.63/Hr.

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