Guest Experience Representative

About the Role

Robbins Brothers Guest Experience Representative is an entry-level, multi-dimensional position where you can learn the foundations of retail operations and best practices in the jewelry sales industry. In this role, your responsibilities span greeting and welcoming guests, managing operational activities such as point-of-sale transactions, handling service or repair requests, assisting with special orders, working with product inventory, and communicating with guests via telephone and email. Over time, you will have the opportunity to learn about the legendary Robbins Brothers sales process while adhering to the company’s operational and security policies.

The Guest Experience Representative works closely with the General Manager, Floor Manager, and Operations Manager/Coordinator in all aspects of retail store function and is responsible for modeling, supporting, and adhering to company policies, procedures, and values.

Responsibilities

• Guest Services
  • Complete all required onboarding and assigned training modules in the prescribed timeframe.
  • Greet 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 through verbal and written communication.
  • Reply promptly to guests' questions and requests, working continuously to exceed their expectations.
  • Respond to guests' time-sensitive needs, acknowledge urgency, and meet deadlines.
  • Ensure all guest information is captured and entered into store systems.
  • Provide superior guest service when delivering new purchases or repaired jewelry.
  • Recognize additional buying behavior and demonstrate collaboration skills for guest turnover.
• Service Orientation
  • Greet guests, make a positive impression, and build rapport.
  • Utilize active listening to determine guests' needs (e.g., design and service, special orders, merchandise pickup).
  • Coordinate design and service, repair requirements, or special orders on behalf of guests, complete documentation, and adhere to policies.
  • Address guests' concerns, utilize problem-solving skills, and engage team members for support as needed.
  • Exhibit initiative to engage guests and demonstrate a service orientation during store traffic.
  • Determine guests' buying behavior and introduce Robbins Brothers promotions.
  • Collaborate with team members and know when to transition guests to colleagues.
  • Prioritize tasks, manage time effectively, and meet expectations and deadlines.
  • Assist the Guest Experience Manager with social media responsibilities.
• Store Operations
  • Adhere to office opening and closing procedures as required by company policy.
  • Inspect daily sales transactions, ensure accounts are balanced, and address discrepancies.
  • Accurately enter point-of-sale (POS) transactions into the system.
  • Ensure merchandise case counts are accurate by following company processes.
  • Accurately create move orders and enter transactions into the merchandise system.
  • Adhere to corporate-directed merchandise price changes and follow processes.
  • 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.
• Store and Office Maintenance
  • 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.
• Store Security
  • 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.
• Values
  • Demonstrate integrity in work practices by adhering to company policies and procedures.
  • Display the ability to share information and receive feedback in a business-appropriate manner.
  • Act in the best interest of guests, the team, and the company.
  • Exhibit transparency and fairness in all transactions and interactions.
  • Take responsibility for actions and decisions.
  • Utilize best-practice strategies to meet time-sensitive activities and interactions.
  • Demonstrate Robbins Brothers Values.

Requirements

• Customer service experience: 3 years (recommended).
• High-end sales experience: 3 years (recommended).
• CRM software experience: 3 years (recommended).
• Salesforce experience: 2 years (preferred).

Our Culture and Community

We seek team members who share our values and an unwavering commitment to fostering a diverse, inclusive, and multicultural environment. We look for individuals who are collaborative, open, creative, passionate, warm, curious, accommodating, and courteous, with a thirst for knowledge, a passion for jewelry, a fondness for fun, a generous heart, and a community-minded spirit.

At Robbins Brothers, we celebrate our associates' personal and career milestones in a supportive and rewarding work environment. We aim to help you cultivate your natural talent and create a rewarding, long-term career with our team. You will have opportunities to develop as a professional and grow your role within the Robbins Brothers organization.

Benefits

• 401(k)
• Medical, dental, and vision insurance
• Employee discount
• Vacation

Schedule

• Full-time, on-site work in one of our showrooms.
• Day shift
• Evening shift
• Weekends

Reports to: Guest Experience Manager, Operations Manager, or Office Coordinator.

Compensation: Hourly.