Customer Experience Specialist

About The Company

Yummy Beauty Brands is a leading eCommerce retailer of luxury hair and beauty accessories. Trendsetting products such as our Yummy Hair Extensions and KOSA Professionals Styling Tools have allowed us to continue to disrupt the hair and beauty industry since 2013.

With over 10 years of experience in the raw hair industry, our quality and texture are superior and incomparable. Recognized by leading press sources such as Allure, Elle, and Essence magazines, Yummy Beauty Brands is considered a forerunner in the hair and beauty industry, receiving praise for its powerful branding, superior customer service, and finest quality hair and heat tools available in today’s market.

Position Summary

The Customer Experience Specialist is a full-time, in-person role. You are an ambitious and motivated individual who has a passion for serving others.* You will be responsible for interfacing with customers via phone, via e-mail, and all other electronic interactions such as social media. You will develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This role will be primarily remote but will require occasional travel to our Dallas, TX office. *

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Able to align with our retail blackout period from October 15 - January 15
• Provide consultations to customers via telephone and email by helping answer questions, resolving issues, and offering suggestions for additional products and services
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Resolving customer problems and providing effective solutions that encourage customers to return to company
• Informing customers of prices, shipping dates, anticipated delays, and any additional information needed by customers; printing shipment documents; recording or filing copies of orders received
• Following up on orders to ensure delivery by specified dates
• Establishing and maintaining customer profiles and preparing claim forms
• Maintaining the inventory and informing the supervisor of stocking needs
• Cleaning equipment and assisting with the maintenance of equipment and supplies
• Performing accurate company-required recordkeeping and documentation
• Efficiently and correctly corresponding with third-party providers to manage clientele
• Cold-calling or calling customers for company-based reviews
• Meet monthly KPIs (Key Performance Indicators), SLAs (Service Level Agreements), and sales goals
• Cross-training in retail and fulfillment departments
• Ability to train colleagues in any customer-service related roles
• Exceptional verbal and written communication
• Perform other duties as assigned based on company need

Minimum Qualifications and Skills

• A college education (Associate’s or Bachelor’s degree) is preferred, but we will consider strong relevant experience in lieu of a college degree
• 2 years of prior experience in a customer service-related field required
• 2 years of prior retail sales experience required
• Familiarity with hair extensions and a passion for the beauty industry are highly preferred
• Beauty industry work experience highly preferred
• Cosmetologist license highly preferred
• Ability to upsell and cross-sell and understand when to use a consultative selling approach
• Ability to work in a team environment and take direction from management and supervisors
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Must have excellent verbal and written communication skills
• Must have excellent organizational, time management and multi-tasking skills

Yummy Hair Extensions is committed to a diverse and inclusive workplace. Yummy Hair Extensions is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• We have company blackout periods, 2 weeks in June and mid Oct-mid Jan. During blackout periods, time off requests can be restricted or denied as it is our busiest time of the year. Are you able to accommodate those periods?
• Please provide your email address.
• Are you willing to take a background and drug screening, in accordance with local laws and regulations?

Work Location: Hybrid remote in Dallas, TX 75252

Salary : $18 - $21