Guest Experience Leader, Full Time, White Plains
Company: Bloomingdale's
Location: White Plains
Posted on: March 14, 2023
Job Description:
- Day-1 Medical, Dental, Vision Benefits for eligible
colleagues
- Competitive Pay
- Paid Time Off
- Flexible Holiday Time-Off & Flexible Scheduling
- Fully Funded Education Benefits (100% tuition coverage
including books and fees)
- Instant access to earned wages with PayActiv
- Enhanced benefits: pet, home & auto insurance & more
- 401(k) plan options available
- Bonus earning opportunities
- Growth potential opportunities
- Employee Discount at Bloomingdale's & Macy's Stores
-
About: -
Bloomingdale's makes fashion personal and fun, aspirational yet
approachable. Our mission is to guide and inspire our customers to
make style a source of creative energy in their lives. We will
always strive to make Bloomingdale's like no other store in the
world. Everyone plays a critical role to bring our mission to life.
Regardless of position, we believe all colleagues have a voice and
access to share their thoughts with every level of leadership. Our
colleagues are passionate, driven, entrepreneurial and
collaborative. We welcome and embrace diversity of background,
thought and opinion while having a lot of fun along the way.
-
Job Overview: - -
Be on the front lines of a store like no other. - The GEL is highly
present and involved on the selling floor, immersing self into the
customer experience. - The GEL will interact in the moment with the
customer, proactively anticipating their needs and creating
opportunities to elevate the experience with the goal of creating
the best possible customer experience and maximizing sales. - -
Highly interactive with both associates and customers, the GEL
moves through the store constantly during the shift to gain total
oversight of the selling environment, resolving spontaneous
customer issues and adjusting resources to drive sales and service.
- The GEL must be able to intercede, handle tough issues, make
decisions, and quickly establish rapport with customers. - The GEL
reports to the General Manager.
-
Essential Functions:
Fueled by the Power of Relationships
- Acts as a Role Model of Service.
- Greets all customers.
- Actively engages in conversation with customers, takes next
steps appropriately (e.g. walks them to their destination,
introduces them to a Sales Professional, answers questions about
the store/events/policy).
- Is familiar with all areas of store and with associates; is
able to refer and recommend people and product based on that
knowledge.
- Anticipates potential customer issues and always acts with a
sense of urgency to resolve them .
- Responds urgently to customer complaints; is empowered to
resolve customer issues.
- Exhibits sound judgement under pressure.
- Knows the customers and clients who shop frequently; greets
them by name and acknowledges our appreciation for their
business.
- Mentors associates on all store processes and procedures to
ensure an outstanding customer experience.
- Performs closing functions, not limited to register and
equipment. - Has 4-wall responsibility in the absence of other
leadership members.
oIs the primary responder-- on call to facilitate overrides,
address and resolve complaints, to respond to calls for coverage or
support help.
- Actively supports total store priorities and establish self as
an available and engaged leader.
- Provides visible store oversight.
- Shares responsibility and ownership of store family behavior,
performance and engagement.
Driven by our Desire to Win
- Listen to and understand customer requests trends.
- Actively advocates for the customer. Solicits feedback, listens
and responds to the customer's needs and seeks opportunities to
improve the service experience.
- Ensure that staffing coverage is appropriate.
- Walks the floor and moves Sales Professionals around as
appropriate based on traffic.
- Partners with the Sales Managers to ensure that lunches and
breaks are taken appropriately.
- Reports coverage issues to management to address on-going
staffing or scheduling issues.
- Identifies and monitors key service impression areas to ensure
that most critical areas are attended to even during times of
minimal staffing.
- Leads the fulfillment strategy throughout the shift. -
- Responsible in conjunction with the Business Managers for
assuring the proper maintenance, fill in and recovery of the
selling floor at the end of the night is to standard.
- Identifies issues in fitting rooms (cleanliness, lack of
attention to customers) and partners with the Business Managers to
address/resolve.
Committed to a culture of Collaboration and continuous learning
- Observes, coaches and role models customer-centric selling
behaviors at all times to drive the consistency and quality of
interactions.
- Inserts self into selling interactions to elevate the
experience and maximize the sale; takes advantage of teachable
moments to improve Sales Professional performance;
redirects/coaches behaviors, recognizes and celebrates positive
performance.
- Ensures all events and promotions are thoroughly
understood.
- Ensures associates are connecting promptly and genuinely with
every customer.
- Redirects and coaches behavior of Sales Professionals as
needed.
- Communicates consistently with management about any customer
experience and floor coverage issues; collaborates to find
solutions and avoid future issues.
- Shares observations of both positive and negative
behavior.
- Embraces the opportunity to assist and empower associates in
resolving customer issues.
- Champion use of selling technology to support a seamless
customer experience; deliver omnichannel competency by optimizing
use of tools/following standard procedures.
-
Qualifications and Competencies:
- Bachelor's Degree from a 4-year college or university.
- 3-5 years related experience.
- Excellent written and verbal communication skills.
- Ability to read, write, and interpret instructional
documents.
- Basic math functions such as addition, subtraction,
multiplication, and division.
- Requires ability to manage people, resources and workflow
independently and effectively with minimal direction to drive
business outcomes.
- Able to work as part of a team.
- Microsoft Excel proficiency.
- Superior organizational and time management skills.
- Must be able to multi-task in a fast-paced
environment.
- Proven ability to build cross functional relationships across
the organization.
- Must possess a strong sense of urgency.
- Ability to work a flexible schedule based on department and
store/company needs. Regular, dependable attendance and punctuality
is required.
-
Physical Requirements:
- Requires periods of walking, standing, communicating, reaching,
crouching and climbing ladders.
- Frequent use of computers and other technology, necessary to
perform job functions, including handheld equipment, cash register
and ability to process register transactions.
- Frequently lift/move up to 25lbs.
STORES00
Keywords: Bloomingdale's, White Plains , Guest Experience Leader, Full Time, White Plains, Other , White Plains, New York
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