Call Center Customer Service Representative

Position Summary

The Hair Shop Customer Service Agent Tier 1 is someone who enjoys building relationships and is an effective communicator. The Customer Service Agent Tier 1 will have experience with call/ticketing, e-commerce, & fulfillment systems and have strong command over company procedures & guidelines. As a CS team, we strive to give customers exceptional support and embody the following values:

Validating the customer’s experience - Give them the benefit of the doubt & always offer a solution

Making customers ecstatic - Their satisfaction is more important than the sale

Building a lasting relationship – Be reliable & offer expert tips that’s personalized to their hair journey

Essential Functions

• Maintain a positive, calm, and professional attitude towards customers
• Respond promptly to a high volume of incoming calls, support tickets and chats
• Accurately process orders, edits, and returns using multiple systems, including customer service, e-commerce, and inventory software's
• Stay updated on available product offerings and services to effectively guide customers through the purchasing process
• Handle customer complaints and escalate issues to the appropriate channels
• Build trustworthy and long-term customer relationships through open and honest communication
• Meet personal and team call and ticket handling quotas
• Make outbound calls as needed for follow-up and resolution
• Verify new accounts for both professionals and non-professionals
• Communicate effectively and professionally with cross-functional teams, both internal and external
• Follow established communication procedures, guidelines, and policies
• Go above and beyond to ensure complete customer satisfaction
• Perform any other duties assigned by management

Key Performance Metrics

• A score card that reflects performance on customer satisfaction, issue resolution, & quality assurance
• Schedule adherence including attendance, on-time arrival/departure, timely breaks and lunches
• Qualitative evaluations around attitude, diligence, team contributions, and willingness/ability to learn new skills and information

Education & Experience Requirements

• 2+ years of Call Center or Customer Service experience
• Associate's degree or some college coursework completed

Knowledge & Skill Requirements

• Spanish preferred but not required
• Self-motivated and proactive
• Solution-oriented
• Ability to stay calm and professional during customer conflicts
• Zendesk experience a plus
• Microsoft Office skills a plus

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)

Location:

• California (Required)

Work Location:

• Remote