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Skin Authority, a leader in advanced clinical skin care products, seeks a Customer Care Representative responsible for supporting clients and reseller partners via phone and email. Support includes answering calls, assigning and responding to cases, and selling Skin Authority products and services to clients.
A customer care specialist will have proven leadership skills in problem solving as demonstrated through professional and educational experience. They will be expected to analyze a client’s questions, concerns, or issues and respond with a plausible solution using their knowledge and expertise. They will be required to support the customer care team with their ability to convey understanding of the products and treatments and how they apply to customer queries through monthly round table discussions. Excellent written & verbal communication skills are a must. Having a great attention to detail and the ability to multi-task is also critical to being successful at this position.
The ideal candidate will have customer care experience and notable experience with skin care application and treatments. The Customer Care specialist must be comfortable speaking in front of a group of your peers regarding the skin, its histology, and optimum ways to care for it. This position requires a savvy person with great customer service skills and the ability to work with multiple, changing priorities.
Key Responsibilities:
1. Respond to customer requests for support via phone, e-mail, and our case system.
2. Maintain patient database in sufficient detail.
3. Establish a commitment to customer service and build good rapport with customers.
4. Successfully triage customer issues, conduct any necessary research, and provide solutions back to the customers in a timely manner.
5. Supports the customer care team to better understand the products and treatments, and how to how deal with customer concerns at monthly meetings.
6. Take ownership, responsibility and do what it is necessary to problem solve the issue and escalate it when appropriate.
7. Provide updates and status to the Customer Care Manager and others, as appropriate, on customer issues.
8. Maintain strong relationships with all internal teams.
Qualifications
1. Excellent phone skills. Ability to reassure clients, gather information and provide the appropriate response.
2. Excellent verbal/written communication and interpersonal skills.
3. Proficient computer knowledge, ability to utilize web based database system.
4. Strong analytical and problem solving skills; Ability to prioritize tasks.
5. Effective Individual Contributor and Team Player
6. Proven ability to work independently; resourceful and self-starting without significant guidance and direction
7. Can make decisions despite ambiguous circumstances
8. Esthetics license required
9. At least 1 year clinical field experience preferred
10. Self-motivated, Solution oriented, Organized, Detail oriented, personable
11. Creative individual looking for a fun and exciting opportunity
Skin Authority offers a competitive salary commensurate with skill level and experience and a benefits package. |
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