Customer Service Representative

eSalon; Los Angeles (CA); Remote; USD 43,715,000 - 59,162,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401K Match

Paid time off

Company holidays

Complimentary color services

Job summary

eSalon, a Los Angeles-area beauty brand, is seeking a remote, full-time Customer Service Representative to support our growing client base. You will engage via phone, email, and chat, helping clients achieve satisfaction and reduce churn.

The role requires Mon-Fri 8:00 AM-5:00 PM PST availability, with occasional travel to El Segundo, CA for trainings and team events. Strong communication and CRM experience are valued as you build lasting customer relationships.

Qualifications

• Provide customer service via phone, email, and chat.
• Retain clients and reduce churn while gathering insights.
• Document client interactions accurately.
• Collaborate with other departments and provide feedback.

Responsibilities

• Provide customer service via phone, email, and chat.
• Use consultative sales to assess client goals and propose solutions.
• Retain clients in accordance with company requirements.
• Meet and exceed individual goals.
• Document client interactions accurately.
• Communicate ongoing retention activity and progress.
• Reply to clients and reviews through social media.
• Project professionalism and collaborate with other departments.

Skills

Customer service

Phone sales

CRM systems

Zendesk

Written communication

Communication skills

Multitasking

Remote work

Attentive listening

Tools

Zendesk

Job description

eSalon is an LA-based beauty brand, creating custom home hair color from scratch for each one of our clients. We've are a 11x winner of Allure's Best Hair Color, and we've custom crafted over 310,000 unique color variations so far.

We are hiring a Customer Service Representative to join us in providing outstanding customer support to our rapidly growing client base. We're looking for compassionate and persuasive individuals who have an exceptional way of connecting with people. That skillful way you are able to connect with customers and turn things around is what we are looking for to reduce client churn, as well as gather client insights about our products, services, and customer satisfaction. This is a remote, full-time position; however, you will be required to travel to our El Segundo, CA headquarters for trainings and team-building events, so candidates must be local to the Los Angeles area. The role requires availability for a consistent schedule, Monday through Friday, 8:00 AM-5:00 PM PST. The hourly rate is $18/hour, with occasional opportunities for overtime.

• Provide customer service via phone, email, and chat.
• Use consultative sales skills to assess client goals, educate them on the benefits of eSalon, propose a customized eSalon solution, and save clients from discontinuing service.
• Retain clients in accordance with company requirements and customer needs.
• Meet and exceed individual goals.
• Document client interactions accurately.
• Communicate ongoing retention activity and progress.
• Reply to clients and reviews through Social Media.
• Project professionalism and work cooperatively with other departments and seek further advice and guidance when necessary.
• Excellent written and oral communication.
• 1+ years customer service or call center experience (preferably with an emphasis on retention sales).
• Experience selling in a solution or service environment with top notch phone presentation skills.
• Active experience utilizing CRM systems to document daily calls, meetings, and activity is required.
• Must be organized, self-motivated, driven, and have an appetite to succeed.
• Consistent track record of retaining a high percentage of clients.
• Excellent writing skills.
• Stable work history.
• Must have a stable internet speed of at least 50MB.
• Highly motivated & energetic.
• Experience with Zendesk a plus.
• Flexible and able to thrive in fast paced, high growth environment.
• Must be available Monday - Friday, 8AM-5PM PST.
• Must be based in the Los Angeles area and able to commute into El Segundo, CA as needed.
• Must be authorized to work in the US for any employer.
• Medical, dental, vision and life insurance plans
• 401K Match
• 15 days of Paid Time Off + 12 company holidays
• Complimentary color services and products
• Authentic work / life balance
• Rewarding culture and supportive team environment
• Fully remote position