Home Appliance Concierge - 1327 in Baytown, TX at Sears

Date Posted: 2/6/2018

Job Snapshot

  • Employee Type:
  • Location:
    1000 San Jacinto Mall
    Baytown, TX
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 912974BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Part-time
Job Function: Sales
Store ID: 01327: Sears Baytown TX

The HA Concierge will be an individual able to provide members with a warm greeting and transfer to a Sales Consultant with the goal of delivering an overall WOW member experience that enhances our reputation as the leader in home appliances. The ideal candidate will be principally responsible for delivering excellent member service, assisting with the sales process to drive sales, minimize the loss of sales as well as attending to other store duties. The CBS will inform the member about current HA promotions and the advantages of buying from Sears as a SYW Member. This associate will be responsible for Driving Profitable Sales, Protection Agreements, Member Feedback, Save the Sale, Shopper Recap, Know Your Member and brings the benefits of the SYW program to life for the member. Responsible for engaging Member s and presenting them with an exciting in-store shopping experience.

• The HA Concierge will make decisions to resolve member s concerns and to encourage member loyalty. This individual will provide an exceptional member first contact experience that focuses on building a relationship of trust and enthusiasm while guiding the member from the pre-buy experience to a transfer of that relationship to a sales consultant, to include: o Product Knowledge and Availability o Price Trade-up o Local promotions o Assist with MFE process o Assist with Member/CSA connection o Act as a resource of all product knowledge and service support
• Act as a liaison between member and key SYW Programs to ensure member satisfaction and an excellent shopping experience.
• Responsible for assisting with handling inbound member calls regarding sales and service in a helpful, courteous and professional manner, displaying knowledge and concern for their needs.
• Takes ownership for providing excellent customer experience and aspires to provide our members with products and services that improves their quality of life.
• Greets every Member who enters Home Appliances to begin the Member First Engagement process of greet, discover, solve, and close. Informs the customer about the SYW program in the beginning of their contact and the advantages of buying from Sears as a SYW Member.

Job Requirements

• Demonstrates the right behaviors in the selling process and takes ownership for identifying needs and recommending appropriate solutions.
• Has initial conversations with the member using the MFE process to qualify their needs specific to HA. Asks a series of discovery questions to understand the member s needs, use data about shopping patterns or their feedback to identify solutions that can improve the quality of the shopping. Documents this so that the HA Consultative Selling Associate, that will further assist them, has all the needed customer information to move the sale forward.
• Ensures a seamless transition of the member to an HA CSA to complete the conversation and sale. Includes information throughout the discussion about promotions and SYW points they can earn as a SYW member when buying from Sears. Engages with Members in a professional manner to deliver a Members First experience.
• Partners with Selling and Sales Support Associates to provide superior Member service by making sure all merchandise on the floor is filled, signed and correctly presented. Ensure Concierge table is set with supplies and ready to welcome Members.
• Understands and is capable of completing sales and service transactions using POS and online systems.
• Leverages technology to enhance the customer experience by meeting or exceeding member sales objectives. Foster an ongoing relationship with members utilizing the Lead Management System to ensure satisfaction with services and follow up. Serve as a point of contact for members within HA. Assist and facilitate with digital Shop Your Way engagement through applications, kiosks and mobile devices.
• Stays current and understands the implications of upcoming events, product updates, selling process requirements, and Company/business initiatives.
• Understand and optimizes credit, gift card, Shop Your Way Rewards and multi-channel opportunities (and, where applicable, Protection Agreements, Merchandise Replacement Agreements, and other miscellaneous income opportunities)
• Constantly monitors customer flow with HA for purposes of customer assistance and store security
• Uses basic Internet navigation to access and print information and reports
• Performs other duties as assigned.

• Basic reading, arithmetic, and writing and oral communication skills
• Basic Internet navigation skills
• Effective oral and written communication skills to communicate with a wide variety of people internally and externally.
• Working while standing for long periods of time
• Reaching, stretching, grabbing, pushing, lifting, holding, twisting, bending, turning, walking, shifting, and engaging in other physical movements required by the job
• Lifting and holding up to 50 pounds, bulky and large-sized merchandise
• Adhere to SHC dress code

• Prior work experience in service and sales position.
• Independent, self-starter with experience directing own work.

• High school diploma or equivalent
• 16 years of age or older