Customer Service - Part Time

We are looking for a remote Luxury Beauty Customer Service Representative for a major beauty company in NYC. This is a fully remote role & is part-time 25 hours a week. This individual will resolve customer issues, monitor call volume, upsell / advise on products where appropriate and connect with customer contacts via email, chat, voice.
Responsibilities:

• Manages escalations to ensure consistent application of customer service philosophy and accuracy of customer service processes across all channels
• Analyzes and tests new customer service tools (e.g. Salesforce Service Cloud, chatbots) for development and/or disconnects in performance
• Acts as a L2/VIP customer resource and a guide for the external call center agents regarding new products, colors, ingredients, inventory (out of stock), price and shipping
• Leads by example in all quality and calibration meetings to help create the ultimate brand experience
• Builds strong cross functional relationships with internal and external business partners and customers
• Partners with Senior Manager, Customer Care on execution of special projects as needed
• 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
• Reinforces and supports training within system platforms (OMS, Salesforce Service Cloud) as well learning apps and desktop tools
• Educates Beauty Advisors at our call center and ensure they are using all available tools on an ongoing basis
• Works side by side with brands to identify site wide opportunities to elevate the customer experience and sales
• Determines areas of improvement and implements strategic plans for meeting, maintaining, and exceeding service levels
• Serves as 2nd level escalation support to resolve customer issues for Customer Service
• Assists in 1st level vendor support and training as needed

Qualifications:

• 2+ years of retail or customer service experience in a call center environment
• Excellent oral and written communication skills
• Excellent multi-tasking, time management and organizational skills
• Ability to influence others and sales experience is a plus
• Previous supervisory experience preferred
• Collaborative and solution oriented
• Ability to work in a fast-paced environment with a sense of urgency and strong prioritization skills
• Experience working with OMS, WMS, Salesforce, CRM tools and other digital and ecommerce software
• Strong conflict resolution skills to resolve customer issues
• HS diploma or equivalent required
• High proficiency with computer systems and software applications, including Excel and Microsoft suite
• Flexibility with respect to working hours, including evenings and/or weekends and holiday periods
• Salesforce Service Cloud experience preferred

If you meet the required qualifications and are interested in this role, please apply today.
The Solomon Page Distinction
Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.
About Solomon Page
Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, Twitter, and LinkedIn.
Opportunity Awaits.