Customer Service Agent Tier 2

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 exisiting 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, & Fufillment 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 Pay: $18.00 - $22.00 per hour Benefits: • 401(k) • Dental insurance • Flexible schedule • Health insurance • Paid time off • Parental leave • Vision insurance Application Question(s): • What are your preferred pronouns? • What compensation range are you looking for? Experience: • Call center: 4 years (Required) • Customer service: 4 years (Required) • Beauty Industry: 1 year (Required) • Zendesk and/or Ecommerce Software: 1 year (Required) Location: • California (Required) Work Location: Remote Apply tot his job Apply To this Job