Customer Experience Associate

3 weeks ago

Rockford, Illinois, United States JOANN Stores Full time
Job Summary

The Customer Experience Associate is responsible for delivering a premium customer experience by inspiring creativity within our customers and making JOANN their happy place. This role drives sales through advanced product knowledge, innovative merchandising, and cutting counter accuracy. The Customer Experience Associate creates an exceptional in-store experience and provides excellent customer service by interacting and engaging with customers. They embody characteristics and perform the duties of Hearts, Hands, Minds, and Inspire.

Responsibilities & Competencies

HEARTS
  • Greets every JOANN customer and uses the F.A.S.T. service model to meet the customer's needs.
  • Asks open-ended questions to learn about customers' project needs and escorts them to the desired product's location.
  • Engages in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor.
HANDS
  • Processes customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision.
  • Lifts boxes from the truck and receiving area, places, and arranges items on shelves and racks. Required to enter and exit truck beds to remove freight. Unloads freight from the truck and sorts it according to company procedures. Moves product from delivering truck to sales floor as needed.
  • Stocks shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.
  • Maintains high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills/messes with a sense of urgency.
MINDS
  • Invites customers to participate in store activities such as Education Classes, Custom Framing, and any other events.
  • Proactively drives sales through product knowledge, suggestive selling, innovative merchandising, and building strong customer relationships to the JOANN brand.
  • Works to minimize shrink in the store by following proper policies and procedures including, but not limited to, cutting counter accuracy, remnants, damages, and inventory management.
INSPIRE
  • Assists other Team Members with tasks to ensure that the team exceeds expectations set by Store Management.
  • Works with Store Management and other Team Members on projects in a friendly and professional manner.
  • Assists with training new Team Members on running the register, cutting fabric, stocking shelves, and customer service.
  • Ability to work with customers and team members.
  • Ability to maintain a safe work environment.
  • Ability to interact collaboratively with others.
  • Ability to get work accomplished through others.
  • Ability to communicate effectively in a group environment.
  • Ability to work a varied schedule based on business needs.
Physical Demands
  • Stands during an entire shift (other than normal break time).
  • Continuously walks around all areas of the store throughout shift.
  • Reads written instructions, reports, and other information on paper and computer screens.
  • Orally communicates with customers and other team members on a consistent basis throughout their shift.
  • Inputs data on computer keyboard and handheld units.
  • Uses 2-way radios (hears incoming messages and provides verbal response).
  • Pushes/pulls merchandise with appropriate equipment (carts, bins, etc.) to and from backroom and sales floor.
  • Lifts, places, and arranges items on shelves and racks.
  • Bends down and reaches above head.
  • Climbs and descends ladder.
  • Individually lifts up to 50 pounds unassisted, and group lift +50 pounds up to -97 pounds (lifting 2lbs on a constant basis, 10lbs on a frequent basis).
Expected Availability

Part-time status requires availability that meets the needs of the store. Part-time Team Members are generally scheduled to work less than an average of 28 hours per week in a measurement period, as defined by JOANN and are not guaranteed any particular number of hours per week. Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays. Hours are scheduled according to needs of the store and the team member's availability. Relocation may be required for career progression.

Full-time status requires open availability and ability to work at least an average of 36 hours per week over the course of a year. Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays. Team Members meeting these requirements are eligible for benefits within the Company's full-time benefits program. Hours are scheduled according to needs of the store and the team member's availability. Relocation may be required for career progression.

Experience

Experience

Minimum - No experience required

Preferred - 1-3 years previous experience in a customer-centric environment

This position will be located at:
6360 E. State street Rockford, IL 61108

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:
  • Medical, Dental and Vision benefit plans
  • Company-paid basic, Optional, and Dependent life insurance
  • Long-term disability and Company-paid Short-term disability
  • Paid Time Off and Sick Time
  • Tuition Reimbursement
  • Team Member Discount
For more details on benefits and eligibility requirements, Click Here or visit

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