Call Center Customer Service Representative

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 elevate 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 #J-18808-Ljbffr