The Opportunity: The American Girl New York City retail store is looking for a dynamic individual as a Personal Shopper to provide personalized service to customers. The individual we seek has high energy and a positive attitude, is highly organized with strong time-management skills, efficient, flexible, team-oriented, and strives to create a positive experience for the client and their family.
What Your Impact Will Be:
- Treats clients as number one priority, with shopper offering undivided attention.
- Provide premium customer service by asking/answering questions, recording/resolving customer concerns, responding to special requests, assessing needs, and offering suggestions.
- Assist with the selling and booking of in-store special events
- Check in guests for in-store special events or parties and ensure gifts and goodie bags are ready.
- Assist with personal shopping appointments including preparation prior to the appointment (goodie bags, hold items, special requests) and assists on the sales floor as needed.
- Initiates and responds to client communications, schedules appointments, and follows up with client as needed.
- Utilizes Microsoft applications, including Outlook, to complete administrative duties.
- Keep up-to-date on product knowledge and services.
- Works throughout the store offering appropriate suggestions to create multiple sales, anticipating customer’s needs, and appropriately responding to special requests.
- Consistently suggests and sells Café, store experiences, in store events and excursions.
- Creates a positive experience for the purchaser and entire shopping unit/family.
- Consistently demonstrates the principles of MAGIC and the values of PLAY while adhering to the company’s Service Standards as outlined in the Guiding Truths.
- Demonstrates flexibility to adapt quickly to the pace of the business.
- Handles multiple customers effectively.
- Actively supports the mission of the company, which is “To Celebrate Girls”.
- Client Development-Meets or exceed annual sales and repeat goals.
- Maintains regular communication with clients via phone and written correspondence.
- Routinely schedules appointments with clientele. Selectively adds client base and deletes inactive clientele.
- Actively participates in program and works to build client base and foster client relationships.
- Consistently suggests promotions and additional merchandise to every customer.
- Maintains departmental expectations of repeat business.
- Consistently books clients for Café, store experiences, in store events and excursions.
- Policy and Procedure-Understands and adheres to company, store and department policies and procedures including POS policies, Team Time and customer hold policies.
- Maintains customer information for all clients.
- Complies with all components of the employee handbook including but not limited to the Dependability/Availability standards. Follows dress code presenting a professional appearance at all times.
- Follows location standards for data capture (e.g. phone number, zip code, etc) and accurately enters the information into POS.
- Achieves and maintains assigned phone and zip code capture rates.
- Follows all POS procedures to ensure daily business needs are met, including accurate open/close of the registers and accurate of use the deposit safe.
- Product Knowledge-Attends product trainings, storewide meetings & reads American Girl Publications including catalogues.
- Can suggest and speak to current in-store & catalogue promotions & uses this information to better serve the customer.
- Optimizes selling opportunities by offering complimentary merchandise, PWP, OMT to every customer to build sales.
- Effectively determines customer needs, offers features and benefits, overcomes objections, and successfully closes the sale.
- Monitors personal contribution to store and PS financial goals including KPI’s and individual sales goals.
- Maintains customer information in an organized manner.
- Ensures that all client correspondence is timely.
- Takes ownership for the upkeep of the Personal Shopping offices, lounge, and cash wrap.
- Share store and department information with coworkers, solve problems, and resolve all business and interpersonal issues respectfully and collaboratively.
- Ask for help and feedback regularly.
- Accept help and feedback openly and willingly help others.
- Supports coworkers by offering assistance as needed.
- Welcome all new associates to the department and assist with their training.
- Follows all company standards, guidelines, policies and procedures consistently.