Salon Customer Experience Specialist - Fashion Square Mall

Penney OpCo LLC•Kochville Township, MI

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, resolves client concerns, and helps drive salon success by recommending and selling retail products that support guests’ hair routines. Combining customer service, product knowledge, and sales focus, the role builds client trust, boosts revenue, and reinforces the salon’s commitment to expert care beyond the chair. The specialist supports retail sales and salon operations while delivering personalized service throughout each guest’s visit. Responsibilities include greeting guests, managing appointments and payments, promoting rebooking and JCPenney programs, maintaining the front desk and retail area, supporting inventory, and following salon policies and procedures.

Requirements

Passion for salon products and services, and an understanding of 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 yourself and others.
Ability to provide great customer service and build positive, inclusive, and respectful relationships.
Accountability for personal actions and outcomes.
Proactively seek ways to improve the customer experience and act with confidence, 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 and minimum productivity expectations.
Educate guests on product benefits and use to support at-home hair care routines.
Partner with stylists to reinforce product recommendations at checkout and use FindMore when appropriate.
Support in-salon promotions, product launches, limited-time offers, and daily, weekly, and monthly retail goals.
Encourage guest rebooking and promote JCPenney Rewards and Credit Card acquisition and usage.
Greet guests warmly and professionally, listen actively, and deliver a personalized experience from check-in through check-out.
Communicate with guests to confirm appointments and answer questions; handle phone and in-person inquiries professionally.
Collaborate with stylists, managers, and fellow Customer Experience Specialists to support a positive team environment.
Ensure accurate scheduling, guest check-in and check-out, and payment processing.
Maintain cleanliness and organization at the front desk and in the salon retail area.
Track product levels, restock retail shelves, and alert leadership when stock is low.
Promote events that drive traffic, client engagement, and service bookings.
Participate in team meetings, training, ongoing skills development, and skill practice.
Meet company attendance and punctuality standards.
Follow salon policies and procedures, including safety, sanitation, and compliance protocols.