Call Center Customer Service Representative
2 - 5 years
California, United States
Full-time
Remote
1 month ago
About the role
Position Summary
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
Key Performance Metrics
Education & Experience Requirements
Knowledge & Skill Requirements
Experience:
Location:
Work Location:
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 escalate 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
- Zendesk experience a plus
- Microsoft Office skills a plus
Experience:
- Call center: 2 years (Required)
- Customer service: 2 years (Required)
Location:
- California (Required)
Work Location:
- Remote
Skills
RetailSales and Customer Service