Call Center Customer Service Representative

The Hair Shop; California (MO); On-site; USD 42,000 - 62,000; Full time

Job summary

The Hair Shop is seeking a Customer Service Agent Tier 2 who excels at building relationships and communicating clearly. This role supports order processing, troubleshooting, and proactive problem resolution, with a focus on delivering exceptional customer experiences in the beauty space.

The ideal candidate has 4+ years in customer service, familiarity with Zendesk and ecommerce/fulfillment systems, and an Associate degree or college coursework. Spanish is a plus but not required.

Qualifications

• 4+ years in call center or customer service roles.
• Experience in the beauty industry is preferred.
• Proficient with Zendesk and ecommerce/fulfillment systems.
• Associate degree or some college coursework completed.

Responsibilities

• Perform duties of a Tier 2 Customer Service Agent.
• Maintain workflows and proactively seek efficient solutions.
• Ensure orders, payments and shipments are processed promptly.
• Troubleshoot technical issues customers may encounter.
• Provide resolutions by educating customers through quality inquiries.
• Share customer feedback with management.
• Keep logs on quality care, order management, shipments and returns.
• Collaborate with internal cross-functional teams.

Skills

Call Center experience

Customer service excellence

Effective communication

Spanish preferred

Education

Associate's degree or some college coursework

Tools

Zendesk

Ecommerce platforms

Fulfillment software

Job description

The Hair Shop Customer Service Agent Tier 2 is someone who enjoys building relationships and is an effective communicator. The Customer Service Agent Tier 2 is an energetic team player who enjoys building relationships and is an effective communicator. Our ideal candidate will have experience with call/ticketing, e-commerce, & fulfillment systems and have strong command over company procedures & guidelines. As a CS team, we strive to give customers exceptional support and embody the following values:

Validating the customer’s experience -

Give them the benefit of the doubt & always offer a solution

Making customers ecstatic -

Their satisfaction is more important than the sale

Building a lasting relationship –

Be reliable & offer expert tips that’s personalized to their hair journey

Essential Functions

• Perform all duties of a Tier 1 Customer Service Agent
• Maintain a strong understanding of existing workflows and proactively seek efficient solutions.
• Ensure that orders, payments, and shipments are processed in a timely manner.
• Troubleshoot any technical issues that customers may encounter.
• Gather and provide resolutions by educating customers through quality inquiries.
• Share customer feedback with management
• Keep departmental logs up to date, including quality care, order management, shipment, and returns.
• Review risk alerts to prevent fraudulent activity.
• Communicate effectively and professionally with internal and external cross-functional teams.
• Oversee and provide guidance to Tier 1 Customer Service Agents.
• Perform any other duties assigned by management.

Key Performance Metrics

• A score card that reflects performance on customer satisfaction, issue resolution, & quality assurance
• Schedule adherence including attendance, on-time arrival/departure, timely breaks and lunches
• Qualitative evaluations around attitude, diligence, team contributions, and willingness/ability to learn new skills and information

Education & Experience Requirements

• 4+ years of Call Center or Customer Service experience
• Associate's degree or some college coursework completed
• Experience in the Beauty Industry
• Experience with ZenDesk, Ecommerce, & Fulfillment software

Knowledge & Skill Requirements

• Spanish preferred but not required
• Self-motivated and proactive
• Solution-oriented
• Ability to stay calm and professional during customer conflicts