Call Center Customer Service Representative

The Hair Shop is seeking a Customer Service Agent Tier 1 who enjoys building relationships and is an effective communicator. The role involves responding to a high volume of customer inquiries, processing orders, and ensuring customer satisfaction through open communication and support.

Responsibilities:

• Maintain a positive, calm, and professional attitude towards customers
• Respond promptly to a high volume of incoming calls, support tickets and chats
• Accurately process orders, edits, and returns using multiple systems, including customer service, e-commerce, and inventory software's
• Stay updated on available product offerings and services to effectively guide customers through the purchasing process
• Handle customer complaints and escalate issues to the appropriate channels
• Build trustworthy and long-term customer relationships through open and honest communication
• Meet personal and team call and ticket handling quotas
• Make outbound calls as needed for follow-up and resolution
• Verify new accounts for both professionals and non-professionals
• Communicate effectively and professionally with cross-functional teams, both internal and external
• Follow established communication procedures, guidelines, and policies
• Go above and beyond to ensure complete customer satisfaction
• Perform any other duties assigned by management

Requirements:

• 2+ years of Call Center or Customer Service experience
• Associate's degree or some college coursework completed
• Call center: 2 years (Required)
• Customer service: 2 years (Required)
• California (Required)
• Spanish preferred but not required
• Zendesk experience a plus
• Microsoft Office skills a plus
• Self-motivated and proactive
• Solution-oriented
• Ability to stay calm and professional during customer conflicts