Note: The job is a remote job and is open to candidates in USA. The Hair Shop is seeking a Customer Service Agent Tier 2 who enjoys building relationships and is an effective communicator. This role involves performing customer service duties, troubleshooting technical issues, and overseeing Tier 1 agents to ensure exceptional support for customers.
Responsibilities
- 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
Skills
- 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
- Call center: 4 years (Required)
- Customer service: 4 years (Required)
- Beauty Industry: 1 year (Required)
- Zendesk and/or Ecommerce Software: 1 year (Required)
- California (Required)
- Spanish preferred but not required
- Microsoft Office skills a plus
Benefits
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work Location: Remote
Company Overview