About the position
The Line Queue Concierge at Kay Outlet in Sevierville, TN, plays a crucial role in supporting the store team to ensure the consistent delivery of the company's vision to be the world's first-class retail jeweler. This position is focused on creating a Customer First culture by managing customer traffic, line queue, and various administrative duties. The Concierge will be responsible for greeting and welcoming every customer, identifying their intent, and directing them to the appropriate jewelry consultant or line based on occupancy limits. This role requires a proactive approach to customer service, ensuring that every interaction earns the trust of the customers and enhances their shopping experience. In addition to customer interaction, the Line Queue Concierge will perform daily administrative and clerical duties related to traffic queuing and appointment coordination. This includes inputting customer contact information into the Clienteling system, managing the Daily Appointment Tracker, and assisting with in-store fulfillment initiatives. The Concierge will also enforce local occupancy limits, assist in rerouting customers to the virtual workforce when necessary, and adhere to all health and safety protocols. The position demands consistent attendance and flexibility in shifts, which may change based on peak days and traffic patterns. Overall, the Line Queue Concierge is essential in maintaining the highest level of efficiency, safety, and security within the store, contributing to the overall success of the retail operation.
Responsibilities
- Perform daily administrative and clerical duties related to traffic queuing and customer service.
- Input customer contact information into Clienteling from daily appointment tracker and walk-in traffic lists.
- Assist in the overall flow of traffic and line queueing for scheduled appointments and walk-in customers.
- Greet and welcome every customer, identifying their intent and directing them to a jewelry consultant or appropriate line.
- Encourage customers to make appointments with the virtual team or schedule future appointments in-store or online.
- Direct customers to the appropriate line and review social distancing guidance.
- Refer customers to QR codes on in-store signage and enforce local occupancy limits.
- Manage the Daily Appointment Tracker and Walk-In Traffic lists for checking in appointments or taking new appointments.
- Acknowledge appointments as 'show' or 'no show' in Clienteling as customers check in for appointments.
- Assist with in-store fulfillment initiatives and outbound shipments utilizing carriers as directed.
- Adhere to all established health & safety, security, and loss prevention policies and procedures.
- Assist with general office duties as required and cleaning protocols between customer interactions.
- Answer the store telephone as needed and perform additional duties and projects as assigned.
Requirements
- Customer service experience preferred.
- Attention to detail and basic computer skills.
