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Customer Experience Representative

2 months ago

Auburn Hills, Michigan, 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 Representative. 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.
    • Stock shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.
    • Proactively drive sales through product knowledge, suggestive selling, and innovative merchandising.
  • 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.

Physical Demands

  • 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 50 pounds unassisted, and group lift +50 pounds up to -97 pounds (lifting 2lbs on a constant basis, 10lbs on a frequent basis).

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. 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.

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.

Requirements

Minimum - No experience required

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