SUPERVISORY CUSTOMER SERVICE CONCIERGE (NEX)

NEXCOM•Atlantic Beach, FL

About The Position

Serves as the Supervisory NEX Customer Services Concierge Ambassador and the face of the NEX store, providing customers with service intended to exceed expectations. The Concierge supports promotional and sales events and customer service programs by keeping shoppers informed about current promotions, communicating the NEX brand, and delivering premier customer service and assistance. The position provides work direction and supervision to associates performing clerical, retail, and service functions. It also involves customer engagement and assistance, store-readiness checks, sharing communications with staff, promoting and processing military STAR/MC applications in accordance with NEXCOM PII standards, and recording customer interactions and program outcomes for management analysis. The role supports the NEX Guest Services Concierge Supervisor and completes other related duties as assigned.

Requirements

One year of responsible experience in clerical office or retail sales store work demonstrating the ability to perform satisfactorily in the position.
One and one-half years of progressively responsible retail sales experience performing duties that constitute the principal work of the position.
College, university, or junior college study above the high school level may substitute for experience at a rate of one-half academic year of study for six months of experience.

Responsibilities

Provide work direction and supervision to associates in assigned departments or locations performing clerical, retail, and service functions.
Prepare work schedules; make assignments and reassignments based on workload; provide training, orientation, and instructions on new procedures; and guide associates through work-related problems.
Review subordinate work, conduct performance appraisals, approve or disapprove leave, recommend personnel actions, take disciplinary actions, promote employee morale, address employee relations problems, and communicate support for EEO policies.
Greet and engage customers in conversation to identify their needs, desires, and requirements.
Use knowledge of the weekly NEX circular, store and department layouts, and product placement to direct customers.
Interact with customers professionally and in a friendly manner to build rapport and encourage repeat business.
Assist customers with special needs, including acting as a personal shopper to provide premier service.
Invite customers to sign up for the NEX social media customer database.
Use basic knowledge of the base layout, local places of interest, and contact numbers for relevant local base services.
Offer vehicle-loading assistance to customers with special needs or upon request.
Partner with sales team members to enhance customer service and help close sales when needed.
Participate in NEXCOM-sponsored training initiatives to improve the customer shopping experience.
Conduct store walks twice daily, record areas needing immediate attention, and work with sales teams as needed to bring areas up to NEX standards and customer-ready condition.
Share store and department communications with staff weekly via the communication board near the time clock and with managers returning from leave.
Promote and educate customers about the military STAR/MC program and ensure applications are processed according to NEXCOM PII standards.
Maintain daily data-tracking logs of guest interactions, STAR/MC approvals, upgrades, denials, and customer comments for management analysis.
Support the NEX Guest Services Concierge Supervisor and ensure resulting action items are completed in a timely manner.
Perform other related duties as assigned.