Guest Service Advocate

Ulta Beauty, Inc.•Bolingbrook, IL

12d•Hybrid

About The Position

Discover the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life. At Ulta Beauty, we’re forever imagining. Forever striving. Forever investing in next-gen—with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let’s build brilliant together. This position will be the single point of contact for the internal Guest Services partners/leadership teams (Supply Chain, Loss Prevention, Ecommerce, Marketplace, Loyalty, Store Ops, Social Media and so forth) providing visibility to Voice of Customer, and guest services trends and insights, as well as recommendations and execution on process improvements to positively impact guest experience and satisfaction. They will also manage the escalation process to ensure we provide WOW experiences to our guests while complying with our standard operating procedures and legal requirements to mitigate risk for Ulta Beauty in a 24/7 environment.

Requirements

Associates degree preferred
3 yrs. relevant work experience in customer service
Knowledge of Microsoft Word, Excel, and Outlook required
Outstanding customer service skills
Strong verbal and written communication skills with ability to influence at various levels of the organization
Strong organizational, problem-solving, and time management skills with the ability to prioritize work to meet competing deadlines or service levels
Proven ability to work effectively in a team environment as well as independently with minimal supervision
Desire to be part of an entrepreneurial, high-energy, and fun culture
Weekend and evening availability required
Strong leadership, analytical, problem solving and decision-making skills
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Nice To Haves

1 year retail experience preferred

Responsibilities

Provide support to key departments (e.g. Supply Chain, Loss Prevention, Ecommerce, Marketplace, Loyalty, Store Ops, social media, Corporate Office (Executives) and so forth) to resolve guests concerns and issues by assisting with resolution, resources and escalation as well as recommending changes to processes when necessary
Provide support and ensure compliance to our policies and SOPs (Standard Operating Procedures) with the field teams, corporate and third-party partners, including the intake of complex issues such as harassment and discrimination and address the issue with the guest and/or escalate to the proper functional area as well as HR/LP/Legal when necessary
Lead the continuous process improvement process working with the Guest Services Training & Quality team, third party contact center, and internal customers to assess trends to identify opportunities and issues and provide solution recommendations and changes to processes when applicable
Assist customers by providing excellent customer services on highly escalated issues by being an active listener who can show empathy and patience in a non-scripted environment
Support Business Development initiatives and contributes by serving as the Guest Services Subject Matter Expert (SME) as well as support the execution and implementation of new projects
Marketplace liaison supporting guest escalations between Guest Services and Marketplace Operations and communicating directly with sellers for resolution and post-action activity
Partner with third party contact center and internal business partners to support and ensure targets on overall Service Level Agreements, quality and customer satisfaction are met
Ensure proper documentation for all communications with third party contact center including proper information is disseminated to all partners related to our extensive knowledge base, FAQs, updates to promotions and products to ensure most up to date information is provided to our specialists and guests, to deliver quality customer service.
Support accountability and development of specialist and leadership performance by providing feedback to the 3rd party contact center when procedures are not followed correctly and/or to enhance the guest experience
Attend cross functional department meetings to proactively identify guest impacting issues and ensure that company decisions are made with a full understanding of how the guest will be affected
Responsible for monitoring, identifying, assigning level of urgency, escalating guest impacting issues and driving issue resolution in key focus areas including Ecommerce, Loyalty, Stores, Marketplace, social media and so forth
Ensure strong team performance through effective communication and collaboration.
Maintain deep knowledge of company systems, policies, and processes.
Own and update the social media knowledge base, response library, and SOPs.
Participate in weekly reviews and calibrations to stay aligned with performance and trends.

Benefits

Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits.
Part-time positions are eligible for dental, vision, life, and disability benefits.

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