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: $21.00 - $25.00 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