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, 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
