Job Title: Customer Service Representative
Pay Rate: $24.00/hr
Schedule: Mon to Fri 9:00 AM - 5:00 PM
Location: 50 Connell Drive, Berkeley Heights NJ 07922
Duration: Contract (2 years)
Requirements :
- A valid Cosmetology License and 3-5 years in salon color experience required.
- College degree preferred
- Strong product/brand knowledge.
- Strong verbal communication skills.
- Strong attention to details.
- Intermediate skills with MS Word.
- If bi-lingual - able to compose responses in same language.
- Position requires extended periods of time answering calls with the use of a headset.
Responsibilities :
- Displays a professional company image through voice and online interactions.
- Meets established quality standards in all contacts across all channels.
- Ensures optimal service levels maximizing resources.
- Recognizes and recommends new ways to influence consumers in their purchase decision.
- Performance meets expectations of key metrics.
- Adheres to assigned schedule, which is subject to change and may include evening and/or Saturday hours.
- Offers schedule flexibility to support the needs of the business.
- Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer.
- Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.
- Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce.
- Has expert product knowledge within the Métier.
- Assists consumers in finding appropriate products.
- Educates consumers in the use of our products.
- Identifies cross-selling opportunities/ introduces consumers to new products and services and or places order for customer using Demandware
- Builds relationships with each consumer who contacts our brands.
- Recognizes, document all consumer interactions and alerts management of trends.
- Can communicate contents of consumer conversations accurately to support consumer insights.
- Resolves issues fairly, balancing the needs of the consumers with those of the organization.
- CRM: LE CARE TECHNOLOGY SUITE.
- Documents product issues in a way that the information can be used for product improvement or development.
- Accurately enters required information in the CRM and surveys to ensure data integrity