Salon Customer Experience Specialist - Westfld Shoppingtown

Penney OpCo LLC • Palm Desert, CA

5d

About The Position

The Salon Customer Experience Specialist is the first and last impression of the salon, creating a welcoming, professional, and elevated experience for every guest. The role supports smooth front desk operations, accurate appointment scheduling, and prompt, courteous service. It also supports salon employees, resolves client concerns, and recommends retail products that fit guests’ hair-care routines. By combining customer service, product knowledge, and sales focus, the specialist helps build client trust, support revenue, and extend the salon’s expert care beyond the chair.

The position includes recommending and selling salon retail products, supporting promotions and sales goals, encouraging rebooking and loyalty-program participation, and ensuring guests receive a personalized experience from check-in through checkout. It also involves scheduling, payment processing, inventory support, maintaining salon cleanliness and organization, and following salon policies and safety procedures.

The stated pay range is USD $17.00 to $21.25 per hour.

Requirements

• Passion for salon products and services, including understanding the benefits products and salon services offer clients.
• Ability to solve problems and make sound 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 excellent customer service and build positive, inclusive, and respectful relationships.
• Ability to take accountability for actions and outcomes.
• Ability to proactively identify ways to improve the customer experience.
• Confidence and courage to do what is right, with energy and urgency.

Responsibilities

• Proactively recommend retail products based on guests’ needs, stylist consultations, and seasonal promotions.
• Meet or exceed individual retail sales goals and contribute to salon sales targets.
• Educate guests on product benefits and use to support at-home hair-care routines.
• Partner with stylists to reinforce product recommendations at checkout.
• Support in-salon promotions, product launches, and limited-time offers.
• Support daily, weekly, and monthly retail goals through guest education and product upselling, while meeting minimum productivity expectations for the position.
• 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 create a welcoming first impression.
• Engage and actively listen to guests, helping them feel supported and eager to return.
• Provide a seamless, personalized guest experience from check-in through checkout.
• Communicate with guests to confirm appointments and answer questions.
• Collaborate with stylists, managers, and other Customer Experience Specialists to support a positive team environment.
• Maintain a high standard of hospitality reflecting the salon’s commitment to quality.
• Meet or exceed company attendance and punctuality standards.
• Participate in ongoing skills development, training, and skill practice.
• Promote and support events that drive traffic, client engagement, and service bookings.
• Participate in team meetings and training to stay aligned with salon goals.
• Ensure smooth front desk operations, including accurate scheduling, guest check-in and checkout, 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 insurance, if eligible
• Dental insurance, if eligible
• Vision insurance, if eligible
• Term life insurance, if eligible
• Paid vacation, if eligible
• Paid holidays for associates eligible for paid vacation (MTO); eight paid holidays during the calendar year
• Additional compensation for store hourly associates scheduled to work on a designated holiday
• 401(k) with Company match, if eligible
• Associate discount on JCPenney merchandise for all associates

What This Job Offers

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