Customer Experience Specialist

2 weeks ago

Hillsboro, United States JOANN Stores Full time

Job Summary

The Customer Experience Specialist 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.

Key Responsibilities

  • 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.
  • 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.
  • 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.
  • Invites customers to participate in store activities such as Education Classes, Custom Framing, and any other events.
  • Proactively drives sales through product knowledge, active selling techniques, suggesting services, and building strong customer relationships to the JOANN brand.
  • Assists leadership in minimizing shrink in the store by ensuring policy and procedure compliance including, but not limited to, cutting counter accuracy, remnants, damages, and inventory management.
  • Works with store management to identify opportunities to drive the business and increase sales/profit.

Requirements

  • High School Diploma or equivalent
  • 1+ years of supervisory experience in a customer-centric environment
  • 2-3+ years of retail supervisory experience preferred

Physical Requirements

  • Stand during an entire shift (other than normal break time)
  • Continuously walk around all areas of the store throughout shift
  • Read written instructions, reports, and other information on paper and computer screens
  • Orally communicate with customers and other team members on a consistent basis throughout their shift
  • Input data on computer keyboard and handheld units
  • Use 2-way radios (hear incoming messages and provide verbal response)
  • Push/pull merchandise with appropriate equipment (carts, bins, etc.) to and from backroom and sales floor
  • Lift, place, and arrange items on shelves and racks
  • Bend down and reach above head
  • Climb and descend ladder
  • Individually lift up to 49 pounds, and group lift up to 97 pounds

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 the needs of the store and the team member's availability. Relocation may be required for career progression.

Full-time status requires open availability and the 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 the needs of the store and the team member's availability. Relocation may be required for career progression.

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