What you'll do
- Represent client partners and maintain knowledge of their brand, philosophy, promotions, and processes
- Advocate for and role-model the Customer Service Representative team
- Support team members’ development through call evaluation feedback, training needs, and career opportunity programs
- Perform other assigned duties
Key requirements
- 2+ years' experience
- Customer service, coaching and mentoring, and leadership
- Call center systems, ACD/IVR, and performance statistics
- Call evaluation and training needs assessment
- Beauty products knowledge
- MS Office and typing
- English communication, critical thinking, problem solving, and decision-making
- General Education
About the job
The Customer Service Representative II plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.
As Customer Service Representative II, You Will…
Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes
Be advocates and role models for our CSRs
Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs
Perform other duties as assigned
As Customer Service Representative II, You Have…
High school diploma or equivalent (required)
2+ years experience in the call center and/or customer service industry
Experience in coaching and mentoring
Experience in the beauty industry, specifically in hair care, hair color, cosmetics, and skincare, or a proven knowledge of beauty products.
Knowledge of call center systems, ACD/IVR and performance statistics
Ability to work a variety of shifts, including days, evenings, and holidays
English Proficiency, voice and written communication.
Skills in MS Office programs (Word, Excel and PowerPoint)
Ability to type 35 WPM with accuracy
Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
Ability to build rapport with clients and interact with team members at various position levels
Engaging and successful communicator, speaker, and facilitator
Ability to develop employees through positive motivation
Strong analytical, problem solving and decision-making skills
Comfort with technology and frequent technological change
Adaptable to change and innovation
Act as a role model and exemplify behaviors in line with our cultural values
Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
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