Call Center Customer Service Representative

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 #J-18808-Ljbffr The Hair Shop