Overview We are looking for a Client Care Coordinator for a major beauty company in NYC. The Customer Service Coordinator is responsible for 2nd level escalations support to resolve customer issues, monitor call volume, upsell/cross-sell/advise on products where appropriate and connect with customer contacts (via email, SMS, chat, voice) to ensure delivery of customer service levels are achieved in accordance with each brand’s customer satisfaction philosophy within the brand's portfolio. This role also supports Customer Care objectives through monitoring third party customer service vendors and helps develop our long-term training strategy.
Responsibilities Manages escalations to ensure consistent application of customer service philosophy and accuracy of customer service processes across all channels
Serves as 2nd level escalation support to resolve customer issues for Customer Service
Acts as a L2/VIP customer resource and a guide for the external call center advisors regarding new products, colors, ingredients, inventory (out of stock), price and shipping
Builds strong cross functional relationships with internal and external business partners and customers
Ensures customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with Customer Service Vendor
Analyzes and reports all escalations team performance metrics
Determines areas of improvement and implements strategic plans for meeting, maintaining, and exceeding service levels
Leads by example in all quality and calibration meetings to help create the ultimate brand experience
Educates Beauty Advisors at our call center and ensures they are using all available tools on an ongoing basis
Reinforces and supports training within system platforms (OMS, Salesforce Service Cloud) as well as learning apps and desktop tools
Required Qualifications HS diploma or equivalent required
2+ years of retail or customer service experience in a call center environment
Previous supervisory experience preferred
Salesforce Service Cloud experience preferred
Flexibility with respect to working hours, including evenings and/or weekends/holiday periods
Strong conflict resolution skills to resolve customer issues
Excellent oral and written communication skills
Collaborative and solution oriented
Excellent multi-tasking, time management and organizational skills
Ability to influence others and sales experience is a plus
Ability to work in a fast-paced environment with a sense of urgency and strong prioritization skills
High proficiency with computer systems and software applications, including Excel and Microsoft suite
Experience working with OMS, WMS, Salesforce, CRM tools and other digital and ecommerce software
About Solomon Page Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve. Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information, visit: solomonpage.com and connect with us on Facebook and LinkedIn.