CUSTOMER CARE QUALITY ASSURANCE

Job Title

Employee holds the primary responsibility of answering inbound calls from customers and company associates and documents interactions when appropriate.

At Sally Beauty Holdings, we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us.

Primary Duties

• First line of contact with customers and company associates via phone, inbound and outbound calls, answering questions, resolving issues and complaints, and making policy decisions always keeping customer satisfaction in mind as a priority
• Updates customer records and electronically records interactions with customers
• Works with Customer Care Rep II, III, Coach, Lead or Supervisor when necessary to resolve any customer situations outside the norm
• Escalates unresolved customer issues, complaints, or technical problems for investigation

Knowledge, Skills and Abilities

• High school diploma or GED
• 1+ years' experience in customer-related services
• Minimum typing of 45 words per minute with 95% accuracy
• Comprehensive spelling and grammar skills
• Ability to use multiple systems while assisting a customer
• Basic knowledge of computers and mobile devices
• 10 key by touch
• Knowledge of principles and processes for providing an excellent customer experience
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Competencies / Attributes

• Excellent telephone etiquette
• The ability to show empathy to all customers
• Pleasant tone of voice
• Positive demeanor
• Ability to engage in active listening
• Desire to actively look for ways to help customers
• Excellent communication skills
• Strong interpersonal skills
• Basic trouble-shooting skills
• Ability to learn and retain knowledge of product line, prices, and promotions
• Attention to detail and accuracy.
• Solve a variety of customer issues based on the guidelines given

Working Conditions /Physical Requirements

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work.

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.

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 associate.