Customer Experience Coordinator

We are looking for a REMOTE Customer Experience Coordinator for a top beauty company! The Customer Service Coordinator is responsible for 2nd level escalations support to resolve customer issues, monitor call volume, upsell/cross-sell/advise on products where appropriate and connect with customer contacts (via email, sms, chat, voice) to ensure delivery of customer service levels are achieved in accordance with each brand’s customer satisfaction philosophy within the SAC portfolio. This role also supports Customer Care objectives through monitoring third party customer service vendors and helps develop our long-term training strategy. 

• Pay $20.60
• Hours:  40 hours a week to start in November and December, the hours may go down to 35 hours per week in the New Year but TBD. It would be a M-F schedule (9am-6pm EST) and 2 Saturdays after Black Friday.

Responsibilities:

• Manages escalations to ensure consistent application of customer service philosophy and accuracy of customer service processes across all channels

• Serves as 2nd level escalation support to resolve customer issues for Customer Service

• Acts as a L2/VIP customer resource and a guide for the external call center advisors regarding new products, colors, ingredients, inventory (out of stock), price and shipping

• Builds strong cross functional relationships with internal and external business partners and customers

• Ensures customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with Customer Service Vendor

• Analyzes and reports all escalations team performance metrics

• Determines areas of improvement and implements strategic plans for meeting, maintaining, and exceeding service levels

• Leads by example in all quality and calibration meetings to help create the ultimate brand experience

• Educate Beauty Advisors at our call center and ensure they are using all available tools on an ongoing basis

• Reinforce and support training within system platforms (OMS, Salesforce Service Cloud) as well learning apps and desktop tools

• Ensure that the client experience consistently meeting standards through coaching and role-modeling of desired behaviors

• Work side by side with brand leads to identify site wide opportunities to elevate the customer experience and sales

• Analyzes and tests new customer service tools (e.g. Salesforce Service Cloud, chatbots) for development and/or disconnects in performance

• Partners with Manager, Customer Care on execution of special projects as needed

• Assists in 1st level vendor support and training as needed

Required Qualifications:

• Flexibility with respect to working hours, including evenings and/or weekends/holiday periods
• High proficiency with computer systems and software applications, including Excel and Microsoft suite
• Experience working with OMS, WMS, Salesforce, CRM tools and other digital and ecommerce software 
• Exposure to an OMS and CSM is a MUST

Qualifications:

• HS diploma or equivalent required
• 2 years of retail or customer service experience in a call center environment
• Previous supervisory experience preferred
• Salesforce Service Cloud experience preferred
• Strong conflict resolution skills to resolve customer issues
• Excellent oral and written communication skills
• Collaborative and solution oriented
• Excellent multi-tasking, time management and organizational skills
• Ability to influence others and sales experience is a plus
• Ability to work in a fast-paced environment with a sense of urgency and strong prioritization skills

Salary : $21