Guest Experience Specialist

7 days ago

Kearney, Nebraska, United States Buckle LLC Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our Guest Services team as a Guest Services Representative. This role is responsible for providing exceptional service to our guests, responding to their needs, and ensuring a positive experience in our stores.

Key Responsibilities
  • Facilitate Communication: Manage communication with stores, guests, and other departments to determine their needs and identify if escalation to another team member or department is necessary.
  • Resolve Guest Issues: Use available resources to determine the best course of action while engaging with guests and stores through any channel.
  • Process Transactions: Navigate multiple computer systems simultaneously and multitask efficiently to accurately enter information to address inquiries.
  • Provide Product Knowledge: Demonstrate general knowledge of Buckle merchandise, including fit and style recommendations, merchandise details, and marketing signage, to answer guest questions.
  • Process Refunds: Assist with processing refunds for orders marked as out-of-stock or orders that have been marked as abandoned.
  • Investigate Inconsistencies: Identify and investigate inconsistencies and questions related to Buckle Loyalty, Preferred Payment, Buckle Card, and the Buckle App.
  • Utilize Technology: Efficiently utilize Buckle's Point of Sale (POS) systems, Ecommerce order management systems, AS400, and various IT programs.
  • Document Guest Concerns: Maintain documentation of guest concerns along with resolution notes.
  • Support Corporate Office: Cover duties at Switchboard desks in multiple locations at the Corporate Office, assist visitors, and follow safety and security policies.
  • Answer Phone Calls: Answer Corporate phone lines and transfer callers to the appropriate department/team member.
  • Contribute to Team Spirit: Fulfill mission statement by performing job duties with a high level of customer service while contributing to a positive team spirit.
Requirements
  • Education: High school diploma or general education degree (GED) required.
  • Experience: One to three months related experience and/or training; or equivalent combination of education and experience.
Work Environment

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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