Salon Customer Experience Specialist - Vancouver Mall

The Customer Sales and Experience Specialist is the first and last impression of the salon, responsible for creating a welcoming, professional, and elevated experience for every guest. This role ensures smooth front desk operations, accurate appointment scheduling, and prompt, courteous service. In addition to supporting the salon team and resolving client concerns, the specialist plays a key role in driving salon success by confidently recommending and selling retail products that support each guest's hair routine.

Primary Responsibilities

• Sales
  • Proactively recommends retail products based on guests' needs, stylist consultation, and seasonal promotions.
  • Achieves or exceeds individual retail sales goals and contributes to overall salon sales targets.
  • Educates guests on product benefits and usage to support their at‑home care routine.
  • Partners with stylists to reinforce product recommendations during checkout.
  • Supports execution of in‑salon promotions, product launches, and limited‑time offers.
  • Drives retail sales by recommending products that align with guest needs while utilizing FindMore when appropriate.
  • Encourages guest rebooking and promotes JCPenney Rewards and Credit Card acquisition and usage.
• Customer Service
  • Greets every guest with warmth and professionalism, creating a welcoming and memorable first impression.
  • Engages and actively listens; ensures guests feel supported and excited to return.
  • Delivers a seamless and personalized experience from check‑in to check‑out.
  • Communicates effectively with guests to confirm appointments and answer questions.
  • Supports a positive team environment by collaborating with stylists, managers, and fellow Customer Experience Specialists.
  • Upholds a high standard of hospitality that reflects the salon's commitment to quality.
• General Operations
  • Meets or exceeds company attendance and on‑time standards.
  • Participates in ongoing skills development through company and/or vendor‑provided training.
  • Promotes and supports events that drive traffic, client engagement, and service bookings.
  • Ensures front desk operations run smoothly, including accurate scheduling, guest check‑in/out, and payment processing.
  • Upholds salon cleanliness and organization standards within the front desk and retail area.
  • Handles phone and in‑person inquiries with efficiency and professionalism.
  • Supports inventory management by tracking product levels, restocking shelves, and alerting leadership of low stock.
  • Follows salon policies and procedures, including safety, sanitation, and compliance protocols.

Qualifications

• Passion for salon services and products, with an understanding of how they benefit clients.
• Ability to solve problems and make decisions that drive sales, profit, and customer service.
• Strong ownership mindset: provide great customer service, build inclusive relationships, and take accountability for actions and outcomes.
• High intensity: proactively improve the customer experience, act with confidence, energy, and urgency.

Benefits

• Medical, dental, and vision coverage.
• Term life insurance.
• Paid vacation and paid holidays (eligible associates receive eight paid holidays per calendar year).
• 401(k) with company match.
• Associate discount on JCPenney merchandise.
• Additional compensation for hourly associates scheduled to work on designated holidays.

Pay

USD $17.25 – $21.57 per hour.

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 special occasions 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.