Job description

The role of the Online Advisor is to provide cross brand advice, support, sales and issue resolution to Consumers across a mixture of contact channels (I.e., phone, email, Live chat, Social Media, and Messaging environments) providing excellent ‘high touch’ service consistently throughout their shift. The Online Advisor will handle consumer questions and complaints relating to ecommerce (i.e., “where is my order?”, “Is there a different shade?”.). They will place orders and resolve technical inquiries, as well as providing sales through service to ensure a well-rounded and complete beauty experience for consumers.

Definition of Responsibilities

• Sets and maintains the highest levels of service for our consumers and guests
• Communicates with our consumers by telephone, email, live chat, messaging, social media, and in writing, using our internal departmental systems
• Provides advice, answers questions, and promotes our brands in every interaction
• Provides sales through servicing to ensure well rounded and complete beauty solution for consumers
• Places orders, resolves technical queries and undertakes associated administrative activities
• Liaise with leadership and other teams and departments to ensure a full resolution for the consumer

Skills and Experience
*

• Excellent verbal and written communication skills that are clear and concise
• Ability to connect with consumers at a human level providing empathy, advocacy and ownership for consumer inquiries
• Previous sales experience (Preferred)
• Previous customer service experience and knowledge of dealing with the general public
• Experience/ability to be in a professional office or home office environment at a desk for extended periods of time interacting with consumers virtually
• Must be able to adhere to a predefined schedule and consistently achieve performance standards
• Ability to effectively handle difficult consumers and provide timely, professional, and loyalty driving service recovery
• Must be able to look for and uncover opportunities to upsell and cross sell products for a complete consumer beauty solution
• Ability to exceed customer expectations and ability to take ownership of issues
• The ability to prioritize and manage workload effectively, have a flexible approach, be able to work independently, but also a team player

Ability to handle difficult situations and complaints with the ability to defuse escalated consumers

Qualifications

• Proficient software knowledge using Microsoft Office, Contact Center Systems (Preferred)
• Good understanding of cultural sensitivities and ability to effectively work in an environment with high inclusion and diversity across multiple cultures
• Self-motivated and able to work in a fast-paced changing environment
• Must be able to work flexible hours
• Professional office or home office environment at a desk for extended periods of time interacting with consumers virtually
• Must be able to adhere to a predefined schedule and consistently achieve performance standards
• Must be technically competent and digitally savvy with the ability to effectively connect and communicate in a digital virtual environment
• Ability to effectively handle difficult consumers and provide timely, professional, and loyalty driving service recovery

Must be able to type 40-45 words per minute

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Bristol, PA 19007: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)
• Phone etiquette: 1 year (Preferred)
• Typing: 1 year (Required)

Work Location: Hybrid remote in Blaine, MN 55449

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