Salon Customer Experience Specialist - Southpark Mall

Penney OpCo LLC • Colonial Heights, VA

3d • Onsite

About The Position

The Salon Customer Experience Specialist is the salon’s first and last impression, creating a welcoming, professional, and elevated experience for every guest. The role supports smooth front desk operations, accurate appointment scheduling, and prompt, courteous service while assisting the salon team and resolving client concerns.

The position also supports salon sales by recommending and selling retail products suited to guests’ needs and hair routines. Through product knowledge, guest service, and collaboration with stylists, the specialist helps build client trust, support salon revenue, and extend expert care beyond the salon chair.

Requirements

• Passion for salon products and services, and understanding of the benefits products and salon services provide to clients.
• Ability to solve problems and make decisions that support sales, profit, and customer service.
• Ability to execute work efficiently and effectively and inspire strong performance in oneself and others.
• Ability to provide great customer service, cooperate, build positive and respectful relationships, and take accountability for actions and outcomes.
• Ability to proactively improve the customer experience, act with confidence and courage, and work with energy and urgency.

Responsibilities

• Recommend retail products based on guests’ needs, stylist consultations, and seasonal promotions.
• Meet or exceed individual retail sales goals and contribute to overall salon sales targets.
• Educate guests on product benefits and usage to support at-home care routines.
• Partner with stylists to reinforce product recommendations during checkout.
• Support in-salon promotions, product launches, and limited-time offers.
• Support retail goals through guest education and upselling while meeting minimum productivity expectations for the role.
• Use FindMore when appropriate to recommend products aligned with guest needs and stylist consultations.
• Encourage guest rebooking and promote JCPenney Rewards and Credit Card acquisition and usage.
• Greet guests warmly and professionally and deliver a personalized experience from check-in through check-out.
• Listen to guests, address their needs, and communicate about appointments and inquiries.
• Collaborate with stylists, managers, and fellow Customer Experience Specialists to support a positive team environment.
• Meet company attendance and punctuality standards.
• Participate in ongoing skills development, company or vendor training, and skill practice.
• Promote events that drive traffic, client engagement, and service bookings.
• Participate in team meetings and training to stay aligned with salon goals.
• Maintain smooth front desk operations, including scheduling, guest check-in and check-out, and payment processing.
• Maintain cleanliness and organization in the front desk and salon retail areas.
• Handle phone and in-person inquiries efficiently and professionally.
• Track product levels, restock retail shelves, and alert leadership when stock is low.
• Follow salon policies and procedures, including safety, sanitation, and compliance protocols.

Benefits

• Medical, dental, and vision benefits, if eligible.
• Term life insurance, if eligible.
• Paid vacation and holidays, if eligible.
• 401(k) with Company match, if eligible.
• Associate discount on JCPenney merchandise.
• Eligible associates scheduled to work on designated holidays receive additional compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed