Job Summary
This Customer Experience Advisor supporting retail operations is based at the Cirrus Stores flagship location in Knoxville, Tennessee. From this vantage point, they are responsible for owning and improving the customer experience for Cirrus aircraft owners and pilots resulting in lifelong relationships, a robust and fulfilling aviation experience and revenue growth. The CXA should have a passion for developing meaningful relationships in a client-centric retail environment and enhance the experience prior to, during, and after aircraft delivery and training. By providing exceptional customer service and engaging and energizing the Cirrus Service Essentials the CXA will develop personal shopping experiences based on each customers unique needs discovering opportunities to surprise and delight Cirrus customers and guests. The Retail CXA must maintain in-depth knowledge of merchandise available both in the physical store and on the ecommerce site. This position is responsible for inventory standards, maintaining accurate records and adhering to visual standards, acting as the first line of protection against inventory loss. These functions culminate in efforts to grow revenue while enhancing the customer experience and building lifelong relationships.
Duties and Responsibilities/Essential Functions
- Proactively engage with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling.
- Foster relationships with customers before, during, and after their visit to the campus to ensure positive interactions with the business and brand throughout their lifecycle.
- Use all communication forms, including active listening, to determine needs, preferences, requests and concerns in order to fulfill customer needs and remove barriers to deliver a successful shopping and ownership experience.
- Engage all stakeholders across internal departments to maximize opportunities to exceed customers expectations, expand use of the Cirrus ecosystem and build brand loyalty.
- Maintain a deep knowledge of products, consumer behavior patterns, and industry practices and trends.
- Identify pain points along the customer journey and look for solutions to remove them.
- Curate selections for aircraft delivery customers in preparation of their visit. Offer personal shopping sessions for an elevated, personalized experience.
- Perform daily operational duties including store opening and store closing, sales transactions via various forms of payments, processing refunds and exchanges, issuing gift certificates, and applying discounts.
- Maintain merchandising standards and a well-stocked accurate inventory.
- Look for and develop store improvements in merchandise selection, visual standards, and operational processes.
Qualifications
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Bachelors degree in Retail Merchandising, Business, Hospitality, or other customer-focused degree plus five years retail or customer service experience, OR 10 years retail or customer service experience (in lieu of degree) required.
- Track record of increased responsibilities and growing the business.
- Demonstrates professionalism and strong work ethic.
- Skilled in Microsoft Office Suite.
- Ability to quickly master other programs and systems.
- Works independently, driven by concepts and creates successful processes and solutions.
- Thrives in a fast-paced environment and adapts easily to shifting priorities.
- Ability to demonstrate sound judgement and accomplished communication skills.
- Driven to achieve goals.
- A keen sense of design and style.
- Demonstrates a strong professional presence.
- Valid drivers license with good record.
- Overnight travel and weekend work will be required.
- Knowledge of general aviation and associated equipment a plus.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Manages Complexity: Makes sense of complex, high quantity, and sometime contradictory information to effectively solve problems.
- Drives Results: Consistently achieves results, even under tough circumstances.
- Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
- Demonstrates Self-Awareness: Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.
Chosen as the location for our Vision Center Campus, the hub of our customer experience activities, Knoxville is often described as a hidden gem. Surrounded by the Smoky Mountains and home to the rambling Tennessee River, the town offers a plethora of outdoor activities and a vibrant downtown. Very few places feature the opportunity to experience live music, culture, outdoor adventures and acclaimed cuisine in one location. Its no wonder why Knoxville was recently named as a Top 10 Destination on the Rise by Trip Advisor.
Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.
