Ilia Specialist (Temporary, Part-Time)

As the customer's direct contact to ILIA Beauty, the ILIA Specialist (Temporary, Part-time) represents ILIA's brand voice and will help the ILIA customer select the best products to achieve their desired look based on discovery while providing relevant cross-sell recommendations. This role is responsible for delivering exceptional and unique customer experiences with thoughtful, unexpected service by taking a holistic approach to problem solving with the goal to find a resolution within the first contact.

This role is part-time (~30 hours/week), temporary and reports into the Customer Experience Manager.

Key Responsibilities:

• Ensure first contact resolution and customer satisfaction with proactive, action-oriented responses
• Learning and mastering ILIA’s unique set of brand values and product lineup
• Provide personal and relevant recommendations based on need and inspiration
• Adhere to communication guidelines as per quality standards
• Customer Centric: Determine the quickest and most effective ways to answer customer questions and provide solutions
• Provide insights on inquiry trends and process improvements

Job requirements

• At least 1 year in customer-facing support team role, ideally in eCommerce
• Key characteristics: kind, patient, curious, humble, genuine desire to help, great active listener, intuitive, self-motivated, and enjoys being in front of a camera
• Willingness to tackle any challenge, even if not directly relevant to core competencies.
• Contact Center experience is a huge plus
• Passion for beauty and working knowledge of industry trends
• A critical thinker that has excellent, elevated, and effective verbal, written and in-person communication skills
• Referenceable experience providing amazing customer service and writing skills
• Skilled at communicating and collaborating with leadership
• Solid technology skills with the aptitude to learn new technologies, such as Gorgias and other relevant partner solutions.

What We Would Like To Offer...

• Anticipated Duration: June 2023 - December 2023
• ILIA Products
• Base hourly rate: $24-27/hour
• Remote Work Model - Find your flow, working from home

About ILIA

ILIA makes clean skin-centric beauty. We see skincare and makeup as one and believe that skin should look like skin. With transparency as our guide and color as our vehicle, we challenge the conventions of clean beauty to create something radically new, through safe, groundbreaking formulas that protect + revive the skin. Headquartered in Laguna Beach, California, ILIA brings together a strong group of innovative thinkers, rule-breakers and creative problem solvers. We pave the way forward as the leading clean makeup brand in what is being called the Clean Beauty Revolution. Fast paced growth provides constant learning, collaborative teamwork, and the desire to be the best at what you do. We celebrate taking risks and doing what hasn’t been done before.