SUPERVISORY CUSTOMER SERVICE CONCIERGE (NEX) - MAYPORT MAIN STORE - RPT w/Benefits

Job Summary

Serves as Supervisory NEX Customer Services Concierge Ambassador, and 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

Provides work direction and supervision for a group of associates within assigned departments/location engaged in performing various clerical, retail and services functions in connection with providing concierge services.  Prepares work schedules; makes assignments and reassignments depending on workload; provides on-the-job training,  orientation and instructions on new procedures; provides guidance and assistance to subordinates in connection with problems encountered.  Reviews work of subordinates; accomplishes performance appraisals; approves/ disapproves leave; recommends personnel actions such as promotions, performance awards; and takes disciplinary actions.  Promotes employee morale and attempts to resolve employee relations problems.  Carries out EEO policies and communicates support of these policies to subordinates.

-  Greets and engages customers in active conversation for purposes of identifying customer needs, desires and requirements.

-  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.