As a Customer Experience Representative you will have constant interaction with clients, store employees and the home office. The ideal candidate will be attentive to details with an eye for aesthetics and excellent communication skills. If you are willing to go “above and beyond” to serve the needs of our clients this position may be for you.

The Customer Experience Representative (CER) plays a key role at the store in exceeding our client’s expectations on every visit. The CER greets clients, handles incoming phone calls, performs ring cleanings and inspections, handles payments and point of sale transactions, and makes each client feel special and welcome on every visit. The CER may even be called upon to help a plan a surprise “Perfect Proposal” for a client.

Additionally the CER will be responsible for the operational functions of the store. They order and stock supplies, perform all inventory control functions, conduct audits, ship and receive merchandise, conduct quality control inspections, and assist clients in making purchases as needed. The CER provides superior customer service. Strong communication skills and a professional presence are a must.

Cashier or Customer Service experience preferred. Candidates must be able to work a flexible retail schedule that includes both day and evening shifts as well as both Saturday and Sunday.

The Customer Experience Representative is responsible for accurately inputting Point of Sale (POS) transactions while providing exceptional service to guests. He/she will assist in answering telephone calls and will maintain awareness of security issues involved in operating a store. He/she will assist store by greeting and directing traffic and helping with Design & Service guests. He/she will assist in selling merchandise and After I Do products when there is an excessive number of guests.

The Customer Experience Representative works closely with the GEM and/or Office Coordinator in all aspects of the Retail Store function and is responsible for modeling, support and adherence to company values.

GUEST SERVICE RESPONSIBILITIES

Handles Design & Service guests effectively following guidelines and procedures

Suggestive selling to Design & Service guests

Able to Host, Hold and properly TO buying guests to sales associate

Responsible for selling when there are excess guests in the store

Assist store with Perfect Proposals and store Survey Cards

GUEST SERVICE CONNECT RESPONSIBILITIES

Demonstrates effective and attentive telephone skills

Guest concerns are brainstormed and transition to manager a when necessary

Sensitive to guest timelines, privacy and urgencies

Greet every guest with proper greeting in a pleasant manner

Acknowledge and give quality care reassurance to departing guests

Demonstrate the “Love the Guest” value when delivering new or repaired jewelry

Interacts with guests in a caring and professional manner; verbal, written, and in person

Understands and practices all aspects of Guest Relationship Management

Assists Guest Experience Manager with Social Medial responsibilities

OFFICE RESPONSIBILITIES

Responsible for accurate input of point of sale (POS) transactions

Properly open and close the office with accurate balancing

Maintain accurate case count

Properly create and transact merchandise move orders

Responsible for price changes of merchandise

Quality control jewelry repairs daily

Reconcile certificate of replacement value forms

Checks and respond to all office emails in a timely and professional manner

Demonstrates and understand all shipping and receiving policies and procedures

Daily update POS with inspection records

SUPPLY/ MAINTENANCE

Maintain adequate supplies for guest care packets

Responsible for maintaining office supplies stock

Stock guest’s lounge regularly

Maintain store collateral supplies stock

STORE SECURITY

Maintain constant awareness of security issues involved in operating a store

Follows procedures for opening and closing the store

Maintain all required merchandise in sealed tamper proof bags as outline by LP

Follows guidelines and procedures for handling merchandise

VALUE PROMOTION

Exemplifies Company Values.

Enforces policy of accountability toward those that do not adhere to the company values.

ATTENDANCE & PUNCTUALITY

Maintains proper attendance, no excessive tardiness, or absences

CONFLICT RESOLUTION

Works within Robbins Brothers guidelines to resolve conflict using proper techniques

OTHER

Duties as Assigned