Salon Customer Experience Specialist

Penney OpCo LLC • Roseville, MI

1d • Onsite

About The Position

The Customer Sales and Experience Specialist is the first and last impression of the salon, creating a welcoming, professional, and elevated experience for every guest. The role ensures smooth front desk operations, accurate appointment scheduling, and prompt, courteous service. It supports the salon team and resolves client concerns while driving salon success through confident recommendations and sales of retail products that support each guest's hair routine. Combining exceptional customer service with product knowledge and a sales focus, the role builds client trust, boosts revenue, and reinforces the salon's commitment to expert care beyond the chair.

Requirements

• Passion for salon products and services, including understanding the benefits of products and a variety of salon services.
• Ability to solve problems and make sound decisions that drive 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.
• Proactively seek ways to improve the customer experience, show confidence and courage to do what is right, and act with energy and urgency.

Responsibilities

• Recommend retail products based on guest needs, stylist consultation, and seasonal promotions.
• Achieve 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 daily, weekly, and monthly retail goals through guest education and product upselling while meeting minimum productivity expectations for the CSES position.
• Drive retail sales with recommendations aligned to guest needs and stylist consultation, using FindMore when appropriate.
• Encourage guest rebooking and promote JCPenney Rewards and Credit Card acquisition and usage.
• Greet guests warmly and professionally, creating a welcoming first impression.
• Engage and actively listen to guests so they feel supported and excited to return.
• Deliver a seamless, personalized guest experience from check-in through check-out.
• Communicate with guests to confirm appointments and answer questions.
• Collaborate with stylists, managers, and fellow Customer Experience Specialists to support a positive team environment.
• Maintain hospitality standards that reflect the salon's commitment to quality.
• Meet or exceed company attendance and punctuality standards.
• Participate in ongoing skills development through company- or vendor-provided training and 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.
• Maintain smooth front desk operations, including accurate scheduling, guest check-in and check-out, and payment processing.
• Maintain cleanliness and organization in the front desk and salon retail area.
• 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 for eligible associates.
• 401(k) with Company match, if eligible.
• Associate discount on JCPenney merchandise.
• Eligible associates scheduled to work on a designated holiday receive additional compensation.

What This Job Offers

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