Guest Experience Representative
ABOUT ROBBINS BROTHERS
WE ARE (LITERALLY) IN THE BUSINESS OF MAKING DREAMS COME TRUE! There are few things in life as magical as a marriage proposal. This once-in-a-lifetime moment for our guests is part of our everyday lives. We're romantics at heart who spend our days celebrating the art of the ring, the majesty of diamonds, the perfect proposal, and something borrowed and blue. Every time we step onto a showroom floor or engage with guests virtually, our primary focus is on creating joy, plain and simple. Not bad for a day’s work!
Here, we celebrate our personal milestones as much as our guests with a supportive and rewarding work environment and one of the industry's most competitive compensation packages. We cultivate brighter futures with recognition, awards, education, mentorship, and opportunity, which helps each of us develop and grow in ways we never imagined. A career at Robbins Brothers is not just a job; it's a life-changing proposal that's impossible to refuse.
OUR CULTURE & COMMUNITY
While unwaveringly committed to fostering a diverse, inclusive, and multi-cultural environment—we also seek out team members who share our values. That means we actively look for people (like you) who are collaborative, open, creative, passionate, warm, curious, accommodating, and courteous, with a thirst for knowledge, a passion for jewelry, a fondness for fun, a generous heart, and a community-minded spirit. Above all, we’re looking for those who are unabashedly and unapologetically in love with love.
This spirit is seen and felt in our showrooms, offices, and core brand values that have remained unchanged for 100 years and counting.
Robbins Brothers offers a flexible work schedule that includes a combination of remote and on-site, as well as flexible hours.
THE ROLE
The Guest Experience Representative is responsible for accurately inputting Point of Sale (POS) transactions while providing exceptional service to guests. They will assist in answering telephone calls and will maintain awareness of security issues involved in operating a store. They will assist store by greeting and directing traffic and helping with Design & Service guests. They will assist in selling merchandise and After I Do products when there is an excessive number of guests. The Guest Experience Representative works closely with the BSM, GEM and/or Office Coordinator in all aspects of the Retail Store function and is responsible for modeling, support and adherence to company values.
RESPONSIBILITIES
Guest Service Responsibilities
Handles Design & Service guests effectively following guidelines and procedures
Suggestive selling to Design & Service guests
Able to Host, Hold and properly TO buying guests to sales associate
Responsible for selling when there are excess guests in the store
Assist store with Perfect Proposals and store Survey Cards
Guest Connect Responsibilities
Demonstrates effective and attentive telephone skills
Guest concerns are brainstormed and transition to manager a when necessary
Sensitive to guest timelines, privacy and urgencies
Greet every guest with proper greeting in a pleasant manner
Acknowledge and give quality care reassurance to departing guests
Demonstrate the “Love the Guest” value when delivering new or repaired jewelry
Interacts with guests in a caring and professional manner; verbal, written, and in person
Understands and practices all aspects of Guest Relationship Management
Assists Guest Experience Manager with Social Medial responsibilities
Office Responsibilities
Responsible for accurate input of point of sale (POS) transactions
Properly open and close the office with accurate balancing
Maintain accurate case count
Properly create and transact merchandise move orders
Responsible for price changes of merchandise
Quality control jewelry repairs daily
Reconcile certificate of replacement value forms
Checks and respond to all office emails in a timely and professional manner
Demonstrates and understand all shipping and receiving policies and procedures
Daily update POS with inspection records
Supply/ Maintenance
Maintain adequate supplies for guest care packets
Responsible for maintaining office supplies stock
Stock guest’s lounge regularly
Maintain store collateral supplies stock
Store Security
Maintain constant awareness of security issues involved in operating a store
Follows procedures for opening and closing the store
Maintain all required merchandise in sealed tamper proof bags as outline by Asset Protection
Follows guidelines and procedures for handling merchandise
Value Promotion
Exemplifies Company Values.
Enforces policy of accountability toward those that do not adhere to the company values.
Attendance & Punctuality
Maintains proper attendance, no excessive tardiness or absences
Conflict Resolution
Works within Robbins Brothers guidelines to resolve conflict using proper techniques
Other
Duties as Assigned
AUTHORITIES
Reports To: Business Service Manager, Guest Experience Manager and/or OC
Direct Reports: N/A
JOB TYPE:
Full-time
LOCATIONS:
Scottsdale, AZ
Montclair, CA
San Diego, CA
Torrance, CA
Dallas, TX
