CUSTOMER CARE COACH

Sally Beauty Holdings • United States - Remote, United States

5h • Remote

About The Position

The Customer Care Coach is responsible for evaluating, coaching, and training the Customer Care team to ensure high-quality service delivery and customer satisfaction. This role acts as a bridge between management and front-line customer service representatives, both onshore and offshore, driving high performance and fostering a positive, productive team environment.

Requirements

• High school diploma or GED
• 3 years experience in a customer service support center environment or similar industry; or 2+ years with the company
• Prior coaching or training experience preferred
• Strong communication and interpersonal skills
• Capable to work independently and prioritize tasks with a high level of detail
• Comfortable sharing new or updated information with others, either 1:1 or group setting
• Tech-savvy with an ability to learn new systems and tools quickly
• Knowledge of principles and processes for providing an excellent customer experience
• Strong knowledge of Microsoft Office applications (Excel knowledge a plus)
• Proficient with CRM tools such as Salesforce, Zendesk, or Freshdesk
• Patience, empathy, and a genuine passion for helping others improve.
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Nice To Haves

• Intermediate
• Passionate Learner – learns from different situations; asks questions to gain further understanding; receptive to feedback; applies leanings to their role; shares learnings; allocates time to learning; seeks additional responsibility to develop skills and/or support others in learning
• Flexible & Agile Adapter – responsive and positive to change; works well with little direction; looks for solutions to achieve plan/task; keeps calm while under pressure; doesn’t dwell on past
• Talent Builder – shares knowledge and builds skills within the team; actively involved in talent process; considers how to include others to create sense of involvement; invest times as informal/formal coach or buddy; looks for ways to acknowledge, motivate, and value the team
• Effective Communicator – articulates well when sharing information; self-aware of impact/style to engage others; effective in adapting style where necessary; shares information timely; encourages others to express views and opinions demonstrates active listening and uses probing questions
• Team Builder – understands importance of teamwork; shares information; provides support and collaborates with a wide number of colleagues/teams and customers; humble when operating within team; understands importance of collaboration and inclusion
• Customer Focused Partner – demonstrates solid understanding of the customer; uses customer insights to help improve; seeks to improve customer journey/experience; advocate of the customer; holds self (and others where relevant) to a good standard of customer service
• Strategic Thinker – brings new, strategic thinking and ideas to leader/team for consideration; contributes to ensure effective delivery of strategic plans; provides ideas and suggestions to improve upon strategies/plans to improve business performance and/or operations
• Big Picture Thinker – understands how the department and other key departments operate; contributes to and champions change plans to improve processes; knows how decisions could impact other departments
• Results Driver – holds self and team to good standard of delivery; gives ideas on how to make improvements; effective with own/team time management; focuses on the right priority; self-motivated; adapts easily to change and demonstrates grit and determination
• Problem Solver & Decision Maker – uses the right information to make good decisions; gathers and examines relevant information; make recommendations and takes actions to solve problems; considers important/impact of decisions on department/operations and others

Responsibilities

• Monitors all agent interactions to assess their current knowledge level, adherence to best practices, scripts, and company policies.
• Creates monthly evaluation reports and provides regular one-on-one coaching and feedback sessions to both onshore and offshore customer care representatives.
• Conducts new hire training and upskilling for both onshore and offshore agents, fostering a positive learning environment that encourages continuous development and high morale.
• Supports agents with questions, policy/procedure approvals, and in handling difficult customer situations by providing strategies for conflict resolution and empathy.
• Collaborates with Customer Care Managers with day-to-day progress of agent skills, any concerns, and general pulse of the team.
• Identifies individual and team skill gaps and develops tailored coaching plans to address those needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED