Salon Customer Experience Specialist - Alderwood Mall

Penney OpCo LLC • Lynnwood, WA

5d

About The Position

The Customer Sales and Experience Specialist is the first and last impression of the salon, responsible for 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 recommending and selling retail products that support each guest’s hair routine. By combining customer service, product knowledge, and sales focus, the position helps build client trust, increase revenue, and extend the salon’s expert care beyond the chair.

Requirements

• Passion for salon products and services, and an understanding of the benefits products and salon services provide to clients.
• Ability to solve problems and make sound decisions that drive sales, profit, and customer service; 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.
• Proactive approach to improving the customer experience, confidence to do what is right, and 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 overall salon sales targets.
• Educate guests about product benefits and use for at-home care.
• 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 product 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 use.
• Greet guests warmly and professionally and provide a welcoming first impression.
• Listen actively, support guests, and encourage them to return.
• Provide a seamless, personalized experience from check-in through check-out.
• Confirm appointments and answer guest questions.
• Collaborate with stylists, managers, and fellow Customer Experience Specialists to support a positive team environment.
• Maintain hospitality standards reflecting the salon’s commitment to quality.
• Meet or exceed company attendance and punctuality standards.
• Participate in company- or vendor-provided training and ongoing 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.
• Manage 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 notify leadership about low stock.
• Follow salon policies and procedures, including safety, sanitation, and compliance protocols.

Benefits

• Competitive benefits package, if eligible, including medical, dental, and vision coverage, term life insurance, paid vacation and holidays, and a 401(k) with Company match.
• Associate discount on JCPenney merchandise for all associates.
• Eligible store hourly associates scheduled to work on designated holidays receive additional compensation.

What This Job Offers

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