Job description

Title: Customer Service Representative II

Type: Contract – 12 months

Location: Berkeley Heights, NJ

Pay rate: $21.13/hr.

Consumer Advocate

· The Consumer Care Center in Berkeley Heights, NJ gives the ability to engage with our consumers through many touch points.

· The Consumer Advocates will support the Color and Skincare category by responding to consumer contacts via multiple channels (phone, e-commerce, rating & reviews, chat, emails and letters).

· Advocate will provide expert knowledge to consumers, and other sources contacting us for information or seeking assistance in the use our products.

· Will utilize opportunities to build sustainable relationships.

· Offers insights to the brands for continuous product and service improvement.

Key Job Accountabilities:

General:

• Displays a professional company image through voice and online interactions.

• Meets established quality standards in all contacts across all channels.

• Ensures optimal service levels maximizing resources.

• Recognizes and recommends new ways to influence consumers in their purchase decision.

• Performance meets expectations of key metrics.

• Adheres to assigned schedule, which is subject to change and may include evening and/or Saturday hours.

• Offers schedule flexibility to support the needs of the business.

• Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer.

• Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative in an effort to reduce disruptions in service or detract from customer satisfaction.

• Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce

Product Expertise:

• Has expert product knowledge within the Métier

• Assists consumers in finding appropriate products.

• Educates consumers in the use of our products.

• Identifies cross-selling opportunities/ introduces consumers to new products and services and or places order for customer using Demandware.

• Builds relationships with each consumer who contacts our brands.

• Recognizes, document all consumer interactions and alert management of trends.

• Is able to communicate content of consumer conversations accurately to support consumer insights.

• Resolves issues fairly, balancing the needs of the consumers with those of the organization.

• CRM: BRAIN

• Documents product issues in a way that the information can be used for product improvement or development.

• Accurately enters required information in the CRM and surveys to ensure data integrity.

Job Types: Full-time, Contract

Pay: Up to $21.13 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Berkeley Heights, NJ: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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