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Customer Engagement Specialist

2 months ago

San Diego, California, United States Robbins Brothers Full time
Job Overview

Customer Engagement Specialist

ABOUT ROBBINS BROTHERS

WE ARE DEDICATED TO CREATING MEMORABLE EXPERIENCES At Robbins Brothers, we understand the significance of special moments, particularly those that involve life-changing decisions like marriage proposals. Our mission revolves around celebrating love and the joy that comes with it. Each interaction we have with our guests, whether in-store or online, is centered on delivering happiness and satisfaction.

We pride ourselves on fostering a supportive workplace that values personal achievements alongside those of our guests. Our team enjoys one of the most competitive compensation packages in the industry, alongside opportunities for recognition, professional development, and mentorship. A career with Robbins Brothers is more than just employment; it’s a transformative journey.

OUR CULTURE & COMMUNITY

We are committed to building a diverse and inclusive environment and seek individuals who align with our core values. We look for team members who are collaborative, innovative, passionate, and friendly, with a genuine love for jewelry and a desire to create joyful experiences. Our values have remained steadfast for over a century, and we continue to celebrate the spirit of love in all we do.

Role

The Customer Engagement Specialist plays a vital role in managing Point of Sale (POS) transactions while ensuring guests receive outstanding service. This position involves answering phone inquiries, maintaining security awareness, and assisting guests in navigating our services. The specialist will also support merchandise sales during peak times.

Key Responsibilities

Guest Service Duties

  • Effectively manage Design & Service guests in accordance with established protocols.
  • Engage in suggestive selling techniques to enhance guest experiences.
  • Facilitate smooth transitions for guests to sales associates.
  • Assist in merchandise sales during busy periods.
  • Support the store with guest feedback initiatives.

Guest Communication Duties

  • Exhibit excellent telephone etiquette and communication skills.
  • Address guest concerns and escalate to management when necessary.
  • Be attentive to guest timelines and privacy needs.
  • Welcome every guest warmly and ensure they feel valued.
  • Provide reassurance to guests upon their departure.
  • Demonstrate our commitment to guest satisfaction during all interactions.
  • Assist with social media responsibilities as directed.

Administrative Duties

  • Ensure accurate entry of POS transactions.
  • Manage office opening and closing procedures with precision.
  • Maintain accurate inventory counts.
  • Process merchandise move orders accurately.
  • Implement price adjustments as needed.
  • Conduct daily quality checks on jewelry repairs.
  • Respond to office communications promptly and professionally.
  • Understand and adhere to shipping and receiving protocols.
  • Update POS systems with inspection records regularly.

Supply Management

  • Ensure guest care packets are adequately stocked.
  • Maintain office supply inventory.
  • Regularly replenish guest lounge supplies.
  • Keep store collateral supplies organized.

Security Awareness

  • Stay vigilant regarding security protocols in the store.
  • Follow procedures for store opening and closing.
  • Ensure merchandise is handled according to loss prevention guidelines.

Value Promotion

  • Embody and promote company values.
  • Encourage accountability among team members.

Attendance & Punctuality

  • Maintain consistent attendance and punctuality.

Conflict Resolution

  • Utilize company guidelines to resolve conflicts effectively.

Other Duties

  • Perform additional tasks as assigned.

Reporting Structure

Reports to: Business Service Manager, Guest Experience Manager, and/or Office Coordinator

Job Type: Full-time

Compensation: $19.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Referral program
  • Vision insurance

Work Schedule:

  • Day and evening shifts available.
  • Weekends as needed.

Work Environment:

  • In-person setting.