Experience Specialist NF2

U.S. Marine Corps•Quantico, VA

About The Position

Marine Corps Community Services (MCCS) seeks an Experience Specialist to support the Marine Corps Exchange (MCX) and provide a high-quality customer experience. The role leads customer service desk or central checkout operations in collaboration with store leadership, completes sales and return transactions using the Point-of-Sale system, and assists with service programs, promotions, events, and Dress Blue Experience standards. The Experience Specialist reports to the Experience Manager, Sales Manager, Store Manager, or Marine Mart Manager. The position models and promotes customer service standards, addresses customer concerns, coaches and trains team members, and supports sales through product knowledge and suggestive selling. It also helps maintain merchandising and inventory standards, identifies and reduces loss risks, and may lead front-line operations in the absence of a manager. Additional duties may include special orders, receiving products, stocking, price changes, inventory counts, light custodial work, and keyholder responsibilities. The incumbent must be able to lift and carry objects up to 20 pounds independently and heavier objects with assistance.

Requirements

At least one year of experience working in a customer-focused environment, preferably in retail or business operations.
Positive attitude and genuine desire to work in a team environment.
Ability to read and train others on operating standards and procedures for service, service recovery, and RPOS systems, and to execute and coach those standards with skill and confidence.
Ability to work in a high-performance environment with commitment to service and sales goals.
Knowledge of safety and environmental standards for fuel.
Attention to detail.
Ability to lift and carry objects up to 20 pounds independently and objects over 20 pounds with assistance.

Nice To Haves

Experience observing, coaching, and training front-line employees.

Responsibilities

Lead customer service desk or central checkout operations in collaboration with store leadership.
Complete sales and return transactions using the Point-of-Sale system.
Assist with corporate service programs, promotions, special events, and daily and weekly Dress Blue Experience standards.
Follow service policies, proactively identify customer problems, take ownership of resolving them, and follow up with customers.
Explain MCX value stories, programs, promotions, core values, and mission to customers.
Coach team members on service, returns and exchanges, service recovery, and corporate service programs and promotions.
Model Dress Blue Experience behaviors, observe service transactions, and coach team members to improve performance.
Relay instructions, start work, set the pace, and perform supervisory duties on an emergency, short-term, or nonrecurring basis.
Develop knowledge of store brands and products and partner with team members to answer customer questions.
Relay customer comments and concerns to Sales Specialists and the Sales Manager.
Identify opportunities for add-on sales through suggestive and consultative selling.
Ensure sale, advertising, and promotional items are signed and placed according to brand standards.
Maintain assigned service areas and categories to brand standards, including product placement, inventory accuracy, and merchandise presentation.
Communicate product outs to the appropriate manager.
Identify and reduce risks of loss or theft.
Lead front-line operations in a manager's absence, ensuring staffing coverage and service standards.
Participate in organizational training to develop personal and professional skills.
Provide courteous, friendly customer service; proactively engage customers, address them by rank when appropriate, and act promptly to solve problems.
Alert a higher-level supervisor or appropriate contact when problems arise.
Follow safety regulations, report workplace hazards and mishaps, and support EEO principles and prevention of sexual harassment.
Place special orders to cover local buys.
Perform other assigned duties, which may include food handling, customer-service handling and certification, light custodial work, lifting, stocking, planograms, price changes, inventory counts and corrections, keyholder duties, special orders, merchandise requests, and product receiving.