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Customer Experience Associate

2 months ago

Cupertino, California, United States Joann Full time

Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Associate. As a key member of our sales floor team, you will be responsible for delivering exceptional customer service, driving sales, and maintaining a high level of product knowledge.

Key Responsibilities

Customer Service

  • Provide exceptional customer service by greeting every customer, using the F.A.S.T. service model to meet their needs, and engaging in friendly conversation about their projects.
  • Ask open-ended questions to learn about customers' project needs and escort them to the desired product's location.

Product Knowledge and Sales

  • Process customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision.
  • Utilize product knowledge to drive sales through suggestive selling, innovative merchandising, and building strong customer relationships.
  • Work to minimize shrink in the store by following proper policies and procedures, including cutting counter accuracy, remnants, damages, and inventory management.

Store Operations

  • Lift, place, and arrange items on shelves and racks, and stock shelves accurately according to planogram.
  • Maintain 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.

Team Collaboration

  • Assist other team members with tasks to ensure that the team exceeds expectations set by store management.
  • Work with store management and other team members on projects in a friendly and professional manner.
  • Assist with training new team members on running the register, cutting fabric, stocking shelves, and customer service.

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 (under 2 lbs. on a constant basis, 10 lbs. on a frequent basis, 10-49 lbs. on an occasional basis, and 50-97 lbs. group lifts on an infrequent basis).

Availability and Benefits

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. 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