We’re all about transparency! We think it’s important to be clear from the very beginning what our expectations are. Here are the job descriptions for several positions within our family of studios. You can jump straight to specific job descriptions here:
Sales Associate Job Description
Body Piercer Job Description
Onsite Manager Job Description
Piercing Director Job Description
Sales Associate Job Description
Job Summary: The primary responsibilities of the Sales Associate are to facilitate the sale of jewelry and other products, as well as piercing and tattoo (if available) services, through positive client relations. The Sales Associate position requires an emphasis on proper studio maintenance and attention to Company procedures. It is imperative that the Sales Associate maintains open dialogue with co-workers regarding the day to day operation of the studio and promotes positive Company culture through communication, cooperation, and effort.
Primary Job Responsibilities and Accountabilities: The primary job responsibilities and accountabilities listed below represent work performed by an employee holding this position and are not all-inclusive. The omission of a specific accountability does not necessarily exclude it from the position if the work is similar, related, or a logical extension of the position.
Actively promoting, encouraging, and facilitating sales: The primary responsibility of Sales Associates is to facilitate the sale of jewelry, aftercare products, and other services. Sales Associates are therefore expected to be familiar with all of the jewelry, vendors, aftercare products, and services offered by the Company, and know their associated costs. They must actively promote and encourage the sale of additional services, jewelry, and aftercare products through client engagement and education regarding the various options available. Upselling should particularly include gold.
Opening, operating, and closing the studio: Regular, reliable on-site attendance is an essential function of this position. Sales Associates are expected to know, understand, and follow Company procedures to open, operate, and close the studio in which they work. The following are facets of this and are requirements of the position:
Being punctual and reliable. This also entails:
Clocking in and out as scheduled.
Following Company call in/notification guidelines for absences.
Completing all opening procedures and tasks before the studio is open.
Maintaining studio functionality throughout the day by restocking supplies, products, and jewelry as needed.
Demonstrating correct use of the release of liability forms, which includes:
Ensuring all forms are filled out accurately and completely.
Understanding and complying with the liability insurance and legal identification requirements for use with release forms.
Facilitating sales and accurate electronic record keeping through proper use of the Company Point of Sale system. Examples include, but are not limited to:
Clocking in at the beginning of the shift before any work is performed and clocking out at the end of the shift after all work is complete. All work is to be completed within scheduled work hours with any overtime or unscheduled hours approved in advance by the Onsite Manager or Human Resources.
Accurately counting money and making customer change.
Ensuring transactions are correctly entered into the Point of Sale system.
Ensuring the Point of Sale till is balanced at the end of each shift.
Completing store exchanges at the end of each shift with all necessary information included.
Maintaining Company property and facilities: Sales Associates must keep all areas of the studio clean and report any damages or insufficient supplies to the Onsite Manager. They are expected to actively monitor the studio throughout the day to ensure it remains well maintained, including the areas outside the studio. Sales Associates are responsible for picking up garbage, debris, and other messes as they are found. It is particularly expected that they clean up liquid spills in the studio IMMEDIATELY. A wet floor sign must be placed next to the cleaned area until it has sufficiently dried to prevent clients or employees from slipping or falling.
Sales Associates are required to use all tools and/or equipment according to Company procedure and training. Using care when operating equipment or tools to prevent damage or injury. Sales Associates can and will face disciplinary actions for any damages sustained by the Company caused by misuse or loss of tools or other Company property including but not limited to the loss of Company keys.
Providing outstanding customer service: The Company is dedicated to providing the best possible client experience. Sales Associates must convey an upbeat and positive attitude at all times. They are expected to treat clients with respect and do their best to satisfy each client’s needs in a timely and efficient manner. Customer service extends to any and all contact with clients and/or potential clients, whether contact is by telephone, email, social networking, outside the studio, or outside regular work hours. Company expectations for outstanding customer service include, but are not limited to:
Greeting all clients within 10 seconds of entering the studio.
Answering all incoming phone calls as well as checking and returning any missed calls or messages on the voicemail both before and actively during the shift.
Educating clients in regard to health and safety, proper aftercare, jewelry options, and other products and services offered.
Educating clients in the benefit of Company standards in quality, service, and guarantees.
Answering client questions honestly, efficiently, and directly. When answers are unknown, Sales Associates must immediately refer clients to someone who can answer the question correctly. It is required that Sales Associates know the difference between questions only the practitioners can answer and questions they are qualified to answer.
Documenting customer complaints and/or issues and forwarding them to the Onsite Manager, unless specifically concerning the Onsite Manager themselves, in which case forwarding them directly to Human Resources.
Following the direction and mandates of superiors: Sales Associates are subordinate to the Onsite Manager and in their absence, Body Piercers. They are required to complete scheduled and assigned tasks delegated to them in a timely and thorough manner while following Company procedures. In order to effectively accomplish this they are required to:
Ask when they are unsure of Company procedure or policy.
Follow all instructions, except when instructions are contradictory to Onsite Manager instructions and/or Company policy and procedures.
Immediately report noteworthy incidents and/or the status of tasks and ongoing projects to the Onsite Manager and, when necessary, other co-workers and/or Human Resources.
Reporting theft, illegal activities, and/or violations of Company policy: The Company depends on the honest and ethical behavior of its employees. Any behaviour or activity, either on or off duty, that could or does damage the Company’s legitimate business interests is a violation of Company policy.
It is MANDATORY that Sales Associates report theft and ANY illegal activities to either their Onsite Manager or Human Resources as soon as possible.
Sales Associates are NOT EXPECTED to intervene in any crimes in progress. They should never place themselves in danger at any point. They are required to report any issues observed, or suspected, with clients, independent contractors (ie: tattooers), or regularly employed staff to their Onsite Manager or Human Resources as soon as possible.
Sales Associates are required to report violations of ANY Company policy, however minor, as outlined the Employee handbook, to their Onsite Manager or Human Resources as soon as possible.
Body Piercer Job Description
Job Summary: The primary responsibilities of the Body Piercer are to facilitate the sale of jewelry, products, and piercing services through positive client relations. The Body Piercer position requires ensuring proper studio maintenance and attention to Company procedures. It is imperative that the Body Piercer maintains open dialogue with co-workers regarding the day to day operation of the studio and promotes positive Company culture through communication and cooperation.
Primary Job Responsibilities and Accountabilities: The primary job responsibilities and accountabilities listed below represent work performed by an employee holding this position and are not all-inclusive. The omission of a specific accountability does not necessarily exclude it from the position if the work is similar, related, or a logical extension of the position.
Actively promoting, encouraging, and facilitating sales: The primary responsibility of Body Piercers is to facilitate the sale of piercing services and related jewelry and aftercare products. Body Piercers are therefore expected to be familiar with all jewelry, vendors, aftercare products, and services offered by the Company, as well as know their associated costs. They must actively promote and encourage the sale of additional piercing services, jewelry, and aftercare products through client engagement and education regarding the various options available. Upselling should particularly include gold.
Opening, operating, and closing the studio: Regular, reliable on-site attendance is an essential function of this position. Body Piercers are expected to know, understand, and follow Company procedures to open, operate, and close the studio, including the station in which they work. The following are facets of this and are requirements of the position:
Being punctual and reliable. This also entails:
Clocking in and out as scheduled.
Following Company call in/notification guidelines for absences.
Completing all opening procedures and tasks before the studio is open.
Maintaining piercing station functionality throughout the shift by:
Facilitating the packaging and restocking of prep-packs, needles, jewelry, and other necessary supplies.
Preparing used tools and re-packing jewelry for sterilization at the end of each shift.
Ensuring tool and jewelry stock is sustained by operating and maintaining all sterilization and processing equipment, in accordance with manufacturer's guidelines and industry best practices.
Demonstrating correct use of the release of liability forms, which includes:
Ensuring all forms are filled out accurately and completely.
Understanding and complying with the liability insurance and legal identification requirements for use with release forms.
Facilitating sales and accurate electronic records for sales through proper use of release forms and effective communication to Sales Associates regarding any and all jewelry, services, and/or supplies sold..
Clocking in at the beginning of the shift before any work is performed and clocking out at the end of the shift after all work is complete. All work is to be completed within scheduled work hours with any overtime or unscheduled hours approved in advance by the Onsite Manager or Human Resources.
Maintaining Company property and facilities: Body Piercers must ensure all areas of the studio are kept clean and report any damages or insufficient supplies to the Onsite Manager. They are specifically expected to actively monitor the piercing station throughout the day to ensure it remains well maintained.
Body Piercers are responsible for ensuring all garbage, debris, and other messes are picked up as they are found. It is particularly expected that they clean up liquid spills in the studio IMMEDIATELY. A wet floor sign must be placed next to the cleaned area until it has sufficiently dried to prevent clients or employees from slipping or falling.
Body Piercers are required to use all tools and/or equipment according to Company procedure and training. Using care when operating equipment or tools to prevent damage or injury. Body Piercers can and will face disciplinary actions for any damages sustained by the Company caused by misuse or loss of tools or other Company property including but not limited to the loss of Company keys.
Overseeing, documenting, and reporting operations and studio functionality: Body Piercers are the senior employees at the studio in the absence of an Onsite Manager, and are responsible for overseeing the opening, operating, and closing procedures performed by subordinate staff members on duty. This can include:
Overseeing completion of all opening procedures and tasks before the studio is open.
Keeping subordinate employees on task and productive
Delegating and monitoring tasks such as the packaging and restocking of prep-packs, needles, jewelry, and other necessary supplies.
Because the absence of an Onsite Manager designates Body Piercers as the senior employee, they must also document and effectively communicate all problems or potential issues to the Onsite Manager. These must include, but are not limited to:
Co-worker performance issues.
Customer wait times and studio flow.
Completing piercing issue documentation and/or verbal warning forms as necessary.
Customer complaints.
The Company depends on the honest and ethical behavior of its employees. It is MANDATORY that Body Piercers report activities in violation of this policy to either the Onsite Manager or to Human Resources.
Body Piercers are NOT EXPECTED to intervene in any crimes in progress. They should never place themselves in danger at any point. They are required to report any issues observed, or suspected, with clients, (contractors) or staff to their Onsite Manager or Human Resources as soon as possible.
Providing an outstanding customer experience: The Company is dedicated to providing the best possible client experience. Body Piercers must convey an upbeat and positive attitude at all times. They are expected to treat clients with respect and do their best to satisfy each client’s needs in a timely and efficient manner. Customer service extends to any and all contact with clients and/or potential clients, whether contact is by telephone, email, social networking, outside the studio, or outside regular work hours. Company expectations for outstanding customer service include, but are not limited to:
Greeting all clients within 10 seconds of entering the studio.
Informing clients of all jewelry options, services and other products offered.
Answering client questions honestly, efficiently, and directly. When answers are unknown, Body Piercers must immediately refer clients to someone who can answer.
Fielding customer complaints and/or issues, documenting the issues, and ensuring they are forwarded to the Onsite Manager, unless specifically concerning the Onsite Manager themselves, in which case forward them directly to Human Resources.
Body Piercers are required to perform all piercing related services in accordance with the standards set by the Association of Professional Piercers and perform all initial piercings in aesthetic accordance with current best practices.
Providing body piercing consultations, checkups, and troubleshooting.
Piercing and piercing related services are to be performed in a timely manner; services should rarely take more than 15-20 minutes to complete.
Performing piercing services using only appropriate jewelry, clean procedure and only when client anatomy, health, and state of mind are suitable.
It is the sole responsibility of Body Piercers to instruct clients regarding proper aftercare methods, and to ensure clients understand how to care for their particular piercings at the time of the initial service.
Following the direction and mandates of the Onsite Manager: Body Piercers are subordinate to the Onsite Manager and are required to complete scheduled and assigned tasks delegated by the Onsite Manager in a timely and thorough manner while following Company procedures. In order to effectively accomplish this they are required to:
Ask the Onsite Manager when they are unsure of Company procedure or policy.
Follow all Onsite Manager instructions, except when instructions are contradictory to Company policy or procedures.
Immediately report noteworthy incidents and/or the status of tasks and ongoing projects to the Onsite Manager and, when necessary, other co-workers and/or Human Resources.
Onsite Manager Job Description
Job Summary: The primary responsibilities of the Onsite Manager center on supervising all facets of daily business at the assigned location and communicating regularly with Upper Management. The Onsite Manager also provides leadership to employees through training, observation, and interaction. Clear, effective communication with both co-workers and management is an integral part of the Onsite Manager’s role.
Primary Job Responsibilities and Accountabilities: The primary job responsibilities and accountabilities listed below represent work performed by an employee holding this position and are not all-inclusive. The omission of a specific accountability does not necessarily exclude it from the position if the work is similar, related, or a logical extension of the position.
Maintaining order, continuity, and forward progress in their assigned location: Onsite Managers are responsible for overseeing all procedural aspects of business at their location. This requires knowing the current responsibilities of all employees under them in the chain of command. Examples;
To know, and to be capable of explaining in detail;
All Company up-to-date policies and codes of conduct.
All opening, closing, and business procedures for all employees at the location.
State law and health licensing regulations for all services offered at the location.
Current insurance regulations, limitations, and requirements.
Onsite Managers are expected to support the overall goals of the Company by:
Monitoring cleanliness and overall aesthetic, and delegating duties to maintain the highest standards.
Notifying Managing Partner of potentially outdated equipment and/or procedures.
Monitoring employee morale and its effect on the studio.
Maintaining focus on customer service and providing the best possible experience for our customers.
Seeking out potential ways to make the location more safe and comfortable for employees and customers.
Seeking out potential ways to make the location more efficient and profitable.
Implementing and facilitating changes in procedure and policy: Onsite Managers are responsible for facilitating changes to procedure and policy, at the direction of Managing Partner. All changes of this nature must be at the direction of Managing Partner, and are not location specific.
All changes must be put into effect within the specified time-frame; Onsite Managers may be required to procure necessary supplies, post notices, provide training etc. Onsite Managers are responsible for overseeing the sustainment of these changes through monitoring employee response and follow through, including documenting any potential conflicts.
Communicating with Upper Management: Onsite Managers will communicate with Directors during regularly scheduled meetings and as necessary. Additionally,
Onsite Managers are required to:
Complete walk through assessments of their location with the Managing Director as scheduled.
Submit documentation of disciplinary action and details of any incidents.
Notify Human Resources with any schedule changes that will have a direct financial impact, e.g., shift exchanges that could result in any overtime.
Submit requests for any supply, furniture, fixture, and/or decoration purchase of over $50/item, or over $70/day. It is the Onsite Managers responsibility to ensure that these items are not already available and/or stocked at the central office.
Submit any requests for changes to the location to the Managing Director. Examples include: changing the overall aesthetic, location improvements, furniture/decorations, changes in policy or procedure, changes in inventory numbers, or requests for new inventory
Serving as their location’s initial contact for questions and/or potential problems: Onsite Managers are expected to be reasonably available for contact at all hours for any potential phone calls. Examples of contact may include, but are not limited to:
Employees at the location needing shifts covered due to an emergency or illness.
Any questions that arise concerning policy or procedures which can not be otherwise answered by those on shift at the location.
Any client interactions that have escalated past the capacity to be appropriately dealt with by those on shift at the location.
Meeting with and being the primary contact for any contractors or vendors making deliveries or providing work which is specific to the location.
The location’s alarm company needing to verify the authenticity of an alarm being triggered.
Onsite Managers are not expected or authorised to sign any legal documents on the Company's behalf. The term “ authorized agent” refers exclusively to the Managing Director.
Documenting and enforcing disciplinary action: Onsite Managers are permitted to give verbal warnings to location employees for misconduct. Verbal warnings must be documented and submitted to Human Resources via written form. Onsite Managers are permitted to write-up employees on the basis of employee misconduct. These write-ups are to be submitted to Human Resources prior to being enforced and placed in permanent records. Onsite Managers are not responsible for enforcement of disciplinary action beyond verbal warnings, documentation, and communication with Human Resources.
Managing short-term scheduling: Onsite Managers are expected to manage short-term and emergency schedule changes taking place at their location. This includes employees exchanging shifts, sick days, family and/or personal emergencies. Onsite Managers are responsible for confirming that all shifts are covered, and that the impact on payroll/overtime is minimized. Ideally shift exchanges should only be made for shifts within the same pay period.
Unless otherwise informed by Human Resources, Onsite Managers are NOT to make long term schedule changes, including, but not limited to:
Permanent shift changes
Vacation/time-off scheduling
Scheduling guest piercers
Scheduling for employee emergencies that require more than three days off of the schedule
Overseeing general location maintenance: Onsite Managers are responsible for observing, documenting, and reporting to Managing Director any need for maintenance in/on:
The physical building
Furniture/Fixtures
Equipment/Tools (Autoclave, Ultrasonics, tool bins, etc.)
Long term supplies (Vacuums, Mop buckets/handles, Hepa-filters, Garbage cans, Heat sealers, etc.)
Piercing Director Job Description
Job Summary: The Piercing Director’s job role is centered on the acquisition, maintenance, and retention of high quality Body Piercers. It is their job role to supervise day to day piercing operations and provide leadership to Body Piercers through observation and interaction. Their facilitation of continued growth and development of new skills with the individual Body Piercers is what keeps the Company current and relevant. Clear, effective communication with both Body Piercers and management is an integral part of the Piercing Director's role.
Primary Job Responsibilities and Accountabilities: The primary job responsibilities and accountabilities listed below represent work performed by an employee holding this position and are not all-inclusive. The omission of a specific accountability does not necessarily exclude it from the position if the work is similar, related, or a logical extension of the position.
Continually recruiting and retaining resident Body Piercers: The Piercing Director is responsible for assisting the Onsite Managers to keep the Company stocked with a broad range of talented and diverse Body Piercers. They are to aid the Company in providing a welcoming, creative atmosphere that both attracts and retains artists. This can be accomplished through, but is not limited to:
Staying active and involved within the piercing community by:
Staying up to date on advances
Attending conventions
Visiting other studios
Facilitating guest spots
Actively maintaining a presence online:
Within industry forums
On individual Body Piercer and studio pages
Consistently following up communications with current and prospective Body Piercers.
Monitoring and ensuring Company compliance for piercing services with all pertinent governing bodies: The Piercing Director must ensure the Company artists are performing services legally. Tracking and recording this information entails:
Keeping track of changes in overseeing governing bodies which may affect Company compliance with current policies and informing the Managing Director immediately when necessary to update policies.
Working with the Managing Director to revise policies as needed for compliance.
Assisting with the acquisition of required licensing for Body Piercers, ensuring they are up-to-date, and seeing that they are displayed physically at their respective locations.
Helping to ensure artists meet the Local Health Authority’s requirement for continued education and certifications.
Updating Company Body Piercer list for liability insurance coverage for performing piercing services.
Maintaining continuity of piercing services across Company: The Piercing Director is responsible for ensuring piercing services are provided in a manner which is consistent with the Company standard of professionalism, cleanliness, and quality customer service. Specifically this requires:
Monitoring and ensuring that the quality of piercing work, in regard to both cleanliness and final product, is representative of industry best practices.
Reviewing, investigating, and if necessary resolving Body Piercer customer relations and piercing service related performance issues.
Ensuring piercing artists’ adherence to Company policies in coordination with Onsite Managers: The Piercing Director must be familiar with, practice, and uphold all Company policies. Accomplishing this by:
Being versed in Company policies so as to adequately explain and clarify them to current and in-coming Body Piercers.
Monitoring online and in-person the day-to-day operations to ensure Company wide adherence to the policies.
Communicating regularly with Onsite Managers.
Facilitating and implementing changes in policy: The Piercing Director is responsible for facilitating changes to procedure and policy in coordination with the Managing Director.
Changes must be implemented within a specified time-frame. The Piercing Director is responsible for overseeing these changes through monitoring Body Piercer responses and follow-through, including documenting and reporting potential conflicts created by the change.
Serving as an Upper Management representative for Body Piercers: The Piercing Director not only serves as Upper Management to the Body Piercers, but also represents and advocates for the Body Piercers artists to the Company. They are expected to be reasonably available for contact at all business hours for messages and phone calls. Examples of contact may include, but are not limited to:
Answering questions that arise concerning policy or procedures which can not be otherwise answered by Onsite Managers.
Handling Body Piercer conflicts in coordination with HR, which have escalated past the capacity of, or directly involve, the Onsite Manager of that location.