Customer Service Rep II
Customer Service Rep II
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Salary Not Disclosed
1 Vacancy
Job Description
Essential Function
Employee holds the primary responsibility of answering inbound calls from customers and company associates responds to and resolves customer emails and documents interactions when appropriate.
At Sally Beauty Holdings we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and are welcome here and you can thrive here. We find beauty in YOU. Join us.
Primary Duties
- First line of contact with customers and company associates via phone both inbound and outbound calls answering questions resolving issues and complaints and making policy decisions always keeping customer satisfaction in mind as a priority. Updates customer records and electronically records interactions with customers; responds to customers in writing via email or other methods across multiple channels and systems.
- Processes replacements returns and refunds for any customer order issues.
- First in line for escalated customer issues including research and follow-up with stores and customers as directed by the supervisor.
- When necessary assists with escalated customer inquiries that a Customer Care Rep I cannot resolve; helps with one-on-one training as requested by supervisor.
Knowledge Skills and Abilities
High school diploma or GED
Minimum of 2 years experience in a customer service support center environment; or 1 years with the company
Minimum typing of 50 words per minute with 95% accuracy
Comprehensive spelling and grammar skills
Ability to use multiple systems while assisting a customer
Working knowledge of Microsoft Office applications
Comprehensive knowledge of computers and mobile devices
10 key by touch
Knowledge of principles and processes for providing an excellent customer experience
Able to work a flexible schedule including varied shifts that may include evenings weekends and holidays
Competencies / Attributes
Excellent telephone etiquette
Consistently show empathy to all customers
Pleasant tone of voice
Positive Demeanor
Engage in active listening
Actively look for ways to help customers
Excellent communication skills
Strong interpersonal skills
Strong trouble-shooting skills
Knowledge of product line prices and promotions
Attention to detail and accuracy.
Independently solve a variety of customer issues
Working Conditions /Physical Requirements
The work is sedentary. Typically the employee may sit comfortably to do the work. However there may be some walking; standing; bending; carrying of light items such as papers files books small parts; driving an automobile etc. No special physical demands are required to perform the work.
The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices meeting and training rooms libraries and residences or commercial vehicles e.g. use of safe work practices with office equipment avoidance of trips and falls observance of fire regulations and traffic signals etc. The work area is adequately lighted heated and ventilated.
Benefits
- We offer a competitive salary and outstanding benefits package that includes medical dental vision life Insurance paid vacation and sick days paid holidays tuition reimbursement and 401(k) with company addition associates of SBH may take advantage of ourin house salon with complementary services and a varied selection of food options at our corporate campus. Also featured at our corporate campus is both a Sally Beauty and CosmoProf Professional onsite store where associates enjoy a great merchandise discount!
- Qualified applicants will receive consideration for employment without regard to their race color religion national origin sex or disability.
#LI-Hybrid
Employment Type
Full-Time
