Customer Experience Agent (On-Site)

Integra Beauty; Groveport (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401k plan

Vacation and sick time

L'ange product stipend

Job summary

Integra Beauty is seeking a Customer Experience Representative to join our Customer Experience team in Ohio. You will work closely with Marketing and Operations to provide best-in-class support across phone, email, and chat, delivering creative solutions for our customers.

The ideal candidate has strong communication and writing skills and can think outside the box to help customers with our L’ange and OFIR brands.

Qualifications

• 1-2 years of customer service experience in e-commerce.
• Familiarity with Gladly, Shopify, and Narvar.
• Strong written and verbal communication.
• Proficient with Microsoft Office.
• Ability to handle multiple channels (phone, email, chat).
• Professional demeanor and problem-solving mindset.

Responsibilities

• Provide accurate, friendly customer service in a timely fashion across channels.
• Maintain product knowledge to assist customers in finding the right products.
• Resolve inquiries and complaints with appropriate solutions and alternatives.
• Document order fulfillment KPIs and communicate trends to the team.
• Troubleshoot shipments, product, and ordering issues; monitor order/return flow.
• Guide customers through returns/replacements and gather feedback for improvements.

Skills

Customer service

Communication

Tools

Gladly

Shopify

Narvar

Job description

Who We Are:

Our team of innovators and visionaries is passionate about pushing the envelope and taking bold risks that inspire people to realize their beautiful potential. With our HQ in Dania Beach and our offices in California and Ohio, we're constantly raising the bar and evolving to create a more diverse and cultivating work environment.

We develop our digital platforms and promote industry-leading products across online, mobile, social, and retail markets. Integra Beauty has created L'ange and OFIR two leading consumer goods brands that are paving the way for unlimited brand incubation. Our team is at the forefront of emerging trends and we are looking for like-minded individuals to continue growing our company.

About the Role:

Integra Beauty is looking for an enthusiastic self-starter to join our Customer Experience team. The Customer Experience Representative will work closely with Marketing and Operations teams to provide best-in-class support to our customers. The ideal candidate will possess exceptional communication and writing skills and has the ability to think outside of the box to provide our customers with unique solutions

Do you have a career goal? Do you have a mission? Our goal for our L'ange Hair brand is to transform the lives of 25 million people by 2026. We are quickly exceeding our expectations by creating cutting-edge styling tools and salon-quality hair care products.

Our products are dedicated to helping women everywhere look and feel their best through luxurious, dynamic and healthy hair. Come share our mission to deliver great products, rapidly grow our business, and accelerate your career to new heights.

Shift

Monday - Friday *Saturday OT may be required

Hours

8am - 430pm *OT may be required

Pay Type

Biweekly

Duties and Responsibilities

• Provide accurate, friendly customer service in a timely fashion. Respond to a minimum of 160 tickets a day. Triage issues and respond appropriately to issues of greater importance.
• Facilitate business development and maintain product knowledge of our catalog of products to assist customers in finding the right products for their needs.
• Handle customer inquiries and complaints by providing appropriate solutions, troubleshooting and alternatives including but not limited to warrant.
• Communicate any trending issues or problems to the team. Documenting order fulfillment KPIs.
• Troubleshoot problems with shipments, products, and ordering. Monitor order and return flow. Follow communication procedures, guidelines and policies.
• Advise consumers on return process for defective claims and assist with processing eligible replacements.
• Provide feedback to the upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.

Qualifications

• 1-2 years of experience of Customer Service experience using phone, email, and chat in and e-commerce company is a plus.
• Familiarity with Gladly ,Shopify, and Narvar is highly desired.
• Experience performing extensive research to resolve complex customer inquiries.
• Strong customer service and office administrative skills and proficiency with Microsoft office applications required.
• Supportive, positive attitude with a professional demeanor applied to all tasks.
• Strong command of the English language.
• Ability to handle challenging customer interactions via chat or email.

Key Integra Competencies (All candidates are expected to demonstrate, regardless of role)

• Action Oriented
• Situational Adaptability
• Drives Results

Benefits

• Medical, Dental, Vision, Life Insurance
• 401k plan
• Additional Opt-In Insurances
• Vacation + Sick Time Pay
• L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!