CUSTOMER SERVICE REP II

Sally Beauty Holdings

7h • Hybrid

About The Position

As a Customer Care Representative Tier 2,
you will handle more in-depth or
complex issues that our offshore or tier 1 support isn’t equipped to handle.
You’ll have access to more tools and information to help resolve inquiries
efficiently. You’ll provide high-quality service and troubleshoot issues in
depth to ensure customer satisfaction. This role requires strong problem-solving
abilities, technical aptitude, and a customer-first attitude.

Requirements

• High school diploma or GED
• Minimum of 2 years' experience in a customer service support center environment; or 1+ years with the company
• Minimum typing of 50 words per minute with 95% accuracy
• Comprehensive spelling and grammar skills
• Active listening to fully understand customer needs before responding
• Navigate and use multiple systems efficiently and while assisting a customer
• Comprehensive knowledge of computers and mobile devices
• Tech-savvy with an ability to learn new systems and tools quickly
• Knowledge of principles and processes for providing an excellent customer experience
• Stay updated on changes and apply them to real-time customer interactions
• Escalate only when necessary and provide complete documentation when doing so
• Working knowledge of Microsoft Office applications
• Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk preferred but not required
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Nice To Haves

• Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk preferred but not required

Responsibilities

• Communicates professionally and empathetically via phone, email, chat, text, case, and social media, answering customer questions, resolving issues and complaints.
• Handles customer inquiries or workflow processes that the offshore team or tier 1 roles cannot resolve.
• Provides backup support to offshore team in other areas and on an as-needed basis.
• Identifies and reports recurring issues and trends to leadership.
• Adherence to company policies, procedures, and service level agreements (SLAs).
• Accurately updates customer records and provides detailed documentation of all actions taken in the CRM system.

Benefits

• We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match.
• In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus.
• Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!

What This Job Offers

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