Customer Experience Specialist

4 weeks ago

Alcoa, Tennessee, United States Cirrus Design Corporation Full time
Job Title: Customer Experience Advisor

Job Summary:

This Customer Experience Advisor will play a critical role in supporting retail operations at the Cirrus Store's flagship location in Knoxville, Tennessee. The ideal candidate will be responsible for owning and improving the customer experience for Cirrus aircraft owners and pilots, resulting in lifelong relationships, revenue growth, and a robust aviation experience.

Key Responsibilities:

  • Proactively engage with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling.
  • Foster relationships with customers after, during, and after their visit to the campus to ensure positive interactions with the business and brand throughout their lifecycle.
  • Use all communication forms, including active listening, to determine needs, preferences, requests, and concerns in order to fulfill customer needs and remove barriers to deliver a successful shopping and ownership experience.
  • Engage all stakeholders across internal departments to maximize opportunities to exceed customers' expectations, expand use of the Cirrus ecosystem, and build brand loyalty.
  • Maintain a deep knowledge of products, consumer behavior patterns, and industry practices and trends.
  • Identify pain points along the customer journey and look for solutions to remove them.
  • Curate selections for aircraft delivery customers in preparation of their visit. Offer personal shopping sessions for an elevated, personalized experience.
  • Perform daily operational duties, including store opening and closing, sales transactions, processing refunds and exchanges, issuing gift certificates, and applying discounts.
  • Maintain merchandising standards and a well-stocked, accurate inventory.
  • Look for and develop store improvements in merchandise selection, visual standards, and operational processes.

Requirements:

  • Bachelor's degree in Retail Merchandising, Business, Hospitality, or other customer-focused degree, plus five years retail or customer service experience, OR 10 years retail or customer service experience (in lieu of degree) required.
  • Track record of increased responsibilities and growing the business.
  • Demonstrates professionalism and strong work ethic.
  • Skilled in Microsoft Office Suite.
  • Ability to quickly master other programs and systems.
  • Works independently, driven by concepts, and creates successful processes and solutions.
  • Thrives in a fast-paced environment and adapts easily to shifting priorities.
  • Ability to demonstrate sound judgment and accomplished communication skills.
  • Driven to achieve goals.
  • A keen sense of design and style.
  • Demonstrates a strong professional presence.
  • Valid driver's license with good record.
  • Overnight travel and weekend work will be required.
  • Knowledge of general aviation and associated equipment a plus.

Competencies:

  • Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
  • Manages Complexity: Makes sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
  • Drives Results: Consistently achieves results, even under tough circumstances.
  • Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
  • Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
  • Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
  • Demonstrates Self-Awareness: Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Cirrus is dedicated to a drug-free work environment and promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information, or any other characteristic protected by applicable law.

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