Call Center Customer Service Representative

Position Summary

The Hair Shop Customer Service Agent Tier 2 is someone who enjoys building relationships and is an effective communicator. The Customer Service Agent Tier 2 is an energetic team player who enjoys building relationships and is an effective communicator. Our ideal candidate 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

• Perform all duties of a Tier 1 Customer Service Agent
• Maintain a strong understanding of existing workflows and proactively seek efficient solutions.
• Ensure that orders, payments, and shipments are processed in a timely manner.
• Troubleshoot any technical issues that customers may encounter.
• Gather and provide resolutions by educating customers through quality inquiries.
• Share customer feedback with management.
• Keep departmental logs up to date, including quality care, order management, shipment, and returns.
• Review risk alerts to prevent fraudulent activity.
• Communicate effectively and professionally with internal and external cross-functional teams.
• Oversee and provide guidance to Tier 1 Customer Service Agents.
• 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

• 4+ years of Call Center or Customer Service experience
• Associate's degree or some college coursework completed
• Experience in the Beauty Industry
• Experience with ZenDesk, Ecommerce, & Fulfillment software

Knowledge & Skill Requirements

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