Job Description

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

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