Navy Exchange Services (NEX) CUSTOMER SERVICES CONCIERGE (Flex / Customer Relations) in HONOLULU, Hawaii
Title: CUSTOMER SERVICES CONCIERGE (Flex / Customer Relations) Location: United States-Hawaii-Honolulu Job Number: 180000MK
• MUST BE AVIALBLE TO ALSO WORK NIGHTS, WEEKENDS AND SOME HOLIDAYS. • MUST HAVE EXCELLENT COMMUNICATION SKILLS AND HIGHLY COMPUTER LITERATE • MUST BE A SELF MOTIVATED , ORGANIZED AND READY TO GO ABOVE AND BEYOND TO PROVIDE PREMIER CUSTOMER SERVICE.
Job Summary: The NEX Customer Services Concierge serves as a NEX Ambassador and acts as the face of the NEX store by providing every customer with a level of service that exceeds their expectations. The Concierge role is a critical player in continuing the execution of promotional/sales events and customer service programs by keeping shoppers informed of current promotional sales events. Concierge promotes and communicates all aspects of the NEX Brand - quality retail, and demonstrates Premier Customer Services to the fullest in all aspects of proving superior customer services and assistance to patrons. Duties and Responsibilities: Greets and engages customers in active conversation for purposes of identifying customer needs, desires and requirements. - May answers the telephone or may operates a console type telephone switchboard to receive, place and transfer calls. Takes and relays messages, answers inquiries and provides information following established procedures. - Uses full knowledge of the weekly NEX circular, store and department floor layout, and product placement for ease in providing customer direction. - Interacts with customers in a friendly and professional manner to build rapports, clientele that promote repeat business. - Acts as a support to customers with special needs by stepping in as a personal shopper in an effort to provide PREMIER customer service. - Actively strives to expand NEX social media customer database by inviting customers to take advantage of the opportunity to sign up. - Uses basic knowledge of base layout, local places of interest, as well as appropriate contact numbers for relevant local base services. - Offers vehicle loading assistance to customers with special needs, and/or as requested. - Partners with sales team members in an effort to enhance the level of service provided to help close the sale when needed. - Proactively seeks additional knowledge by taking advantage of all NEXCOM sponsored training initiatives suited to impart knowledge on how to further enhance the customers shopping experience. - Conducts store- walks twice a day, and proactively records areas in need of immediate attention in meeting NEX standard of tidiness and customer-ready shopping condition. Works with appropriate sales team, if necessary, in brining the area up to NEX standards and customer-ready shopping state. - Shares store/department communication with staff weekly via communication board located near the time clock as well as managers who are returning from leave. - Interacts regularly with customers to promote and educate on the military STAR/MC program. Ensures that the processing of all applications adhere to NEXCOM PII standards. - Maintains daily record logs of guest interactions, STAR/MC approvals, upgrades, denials and customer comments into data tracking spreadsheets for management analysis. - Acts in a support capacity to the NEX Guest Services Concierge Supervisor ensuring duties are carried out, and action items that result are completed in a timely manner. - Performs other related duties as assigned Qualifications: GENERAL EXPERIENCE: 1 year responsible experience in clerical, office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled.
SUBSTITUTION OF EDUCATION FOR EXPERIENCE: Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.