Guest Experience Representative

About the role

The Guest Experience Representative at Robbins Brothers is an entry-level position designed to provide foundational training in retail operations and customer service. This role involves a variety of duties including greeting and welcoming guests, managing point of sale transactions, and assisting with special orders.

Responsibilities

• Greet and welcome guests with a pleasant and professional demeanor.
• Promptly answer telephone calls according to established company guidelines.
• Demonstrate professional communication skills and respond to guests without delay.
• Interact with guests in a caring and professional manner with verbal and written communication.
• Reply promptly to guests' questions and requests, working continuously to exceed their expectations.
• Ensure all guests' information is captured and entered into store systems.
• Provide quality care assurance to guests and acknowledge concerns.
• Recognize additional buying behavior and demonstrate collaboration skills for guest turnover.
• Greet guests, make a positive impression, and build rapport.
• Utilize active listening to determine guests' needs, i.e., design and service, special orders, merchandise pick up.
• Effectively coordinate design and service, repair requirements or special orders on behalf of guests, complete documentation, and adhere to policies and procedures.
• Address guests' concerns, utilize effective problem-solving skills, and engage team members and managers for support at appropriate times.
• Determine guests' buying behavior, introduce Robbins Brothers promotions, collaborate and brainstorm with team members, know when to transition guests to colleagues.
• Prioritize tasks and manage time effectively to meet expectations, deadlines, and targets.
• Practice all aspects of guest relationship management.
• Assist the guest experience manager with social media responsibilities.
• Adhere to office opening and closing procedures as required by the company policy.
• Inspect daily sales transactions and ensure accounts are balanced, address discrepancies.
• Accurately enter point of sale (POS) transactions into the system.
• Ensure merchandise case counts are accurate by following the required company processes.
• Create move orders and enter transactions into merchandise system.
• Adhere to corporate directed merchandise price changes, ensure process and procedures are followed.
• Examine daily jewelry repair logs and reconcile completed work.
• Reconcile certificate of replacement value documents and ensure accuracy.
• Read and respond to all office emails in a timely and professional manner.
• Adhere to shipping and receiving policies and demonstrate required procedures for the same.
• Maintain merchandise display cases throughout the day.
• Order office supplies to maintain stock as required.
• Stock the guest lounge as required.
• Maintain store collateral supplies.
• Adhere to company security policies and procedures for store operations.
• Maintain continual awareness of security concerns when operating within the store.
• Adhere to company policies and procedures for handling merchandise.
• Comply with policies and procedures for opening and closing the store.

Qualifications

• Customer service: 3 years (Recommended)
• High-end sales: 3 years (Recommended)
• CRM software: 3 years (Recommended)
• Salesforce: 2 years (Preferred)