Salon Customer Experience Specialist - Southern Park Mall

Penney OpCo LLC • Boardman, OH

6d • 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 supports smooth front desk operations, accurate appointment scheduling, and prompt, courteous service. It also supports the salon team and resolves client concerns while recommending and selling retail products that fit guests’ hair-care routines. Through customer service, product knowledge, and sales, the specialist helps build client trust, increase revenue, and extend the salon’s expert care beyond the 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 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.
• Accountability for one's actions and outcomes.
• Proactively seek ways to improve the customer experience.
• Confidence and courage to do what is right.
• Ability to act with energy and urgency.

Responsibilities

• Recommend retail products based on guest 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 for at-home care.
• 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 product education and upselling, while meeting minimum productivity expectations.
• 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, creating a welcoming first impression.
• Listen actively and help guests feel supported and eager to return.
• Deliver a personalized experience from check-in through check-out and support guest satisfaction.
• Confirm appointments and answer guest questions effectively.
• 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, training, and skills 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 scheduling, guest check-in and check-out, and payment processing.
• Maintain cleanliness and organization at the front desk and in the 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

• Competitive medical, dental, and vision benefits, if eligible.
• Term life insurance, if eligible.
• Paid vacation and holidays, subject to eligibility.
• 401(k) with Company match, if eligible.
• Associate discount on JCPenney merchandise for all associates.
• Eligible store hourly 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