Customer Experience Representative
Description
Evolus, Inc. is a performance beauty company focused on providing physicians and their patients with expanded choices in medical aesthetic treatments and procedures. We are seeking eager, goal-oriented Custom Service Representatives for our Customer Experience team. These individuals, under general supervision, will interact with customers to place orders, provide information in response to inquiries about products/services and resolve complaints in a timely, accurate and professional manner. In this role, individuals are responsible for fostering the growth of a strong customer base through creating positive customer interactions and building strong customer relationships. If you are looking for an opportunity to showcase your abilities while growing your knowledge, then look no further! In this role, you will be challenged to drive the success of Evolus to build a brand like no other.
Let’s talk about some of the key responsibilities of the role:
- Answer inbound calls from customers and respond to online customer web chats/emails regarding the following:
- Product Orders
- Order Status
- Product Returns
- Billing Discrepancies and Requests for Credit
- Customer Payments (eCheck, Credit Card)
- Information on Account Balance and Aging Invoices
- Information on Account Holds (Past Due Invoices, Account Reconciliations)
- Application of Cash on Account
- Pricing
- Marketing Programs
- Upsell and Cross-Sell
- Consumer Inquiries
- Process all required business transactions with accuracy in all relevant systems (NetSuite or Hubspot).
- Interface daily with Sales Representatives (internal and external), Accounts Receivable and Distribution as necessary to troubleshoot and resolve customer issues; with a positive customer experience at the core of every decision.
- Outbound informational calls to customers and Sales Representatives.
- Gather and document valuable customer information.
- Achieve team and individual departmental goals and objectives.
- Assist with special projects as directed and/or assigned by Management
Skills and Qualifications Required for this Dynamic Team Member:
- Associate or Bachelor’s degree preferred.
- Two to three years Customer Service experience in a Call Center preferred.
- Communication – Demonstrate friendly and professional phone skills. Ability to communicate effectively, verbally and in writing, with employees, customers and all other contacts. Ability to adjust communication style to suit situation and audience.
- Multi-Tasking — Ability to assist customers by phone, chat and email in a fast-paced work environment. Ability to prioritize offline workload and provide accurate and timely responses.
- Critical Thinking — Ability to demonstrate strong problem solving and analytical approach to all tasks.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Computer Skills – Proficient in Word, Excel and Outlook. Ability to type at 40 wpm with accuracy. Ability to learn various other software programs to include NetSuite and Hubspot.
A Few Other Items Worth Mentioning:
- Office location – Newport Beach.
- This position reports directly to the Customer Service Manager.
Compensation & Total Rewards:
The expected hourly pay range for this position is $25.00 - $27.00. Your actual hourly base rate will be determined on a case-by-case basis and may vary based on a number of considerations including but not limited to role relevant knowledge and skills, experience, education, certifications, and more.
We offer more than just a paycheck, and your base salary is just the start! Stay happy and healthy with our competitive suite of medical, dental and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn’t have to worry about, from employer covered life insurance to short-term disability. Take advantage of the 401k match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees. Did we mention the holiday soft closure between the Christmas and New Years holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquarters, a fully stocked kitchen (Kombucha & Coffee included), and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily.
Evolus takes pride in being a company on the forefront of innovation, while being committed to conducting its business with the highest degrees of integrity, professionalism, and social responsibility. We are also committed to complying with all laws and regulations that apply to our business. Employee welfare is no different. Here at Evolus, we don’t just work together, we’ve built a culture of inclusion! Because of this, you’ll find yourself immersed in an environment that not only promotes respect, collaboration and team building, but a diverse community. And that’s just the tip of the iceberg. Join our team and see for yourself! EOE M/F/D/V. For more information, please visit our website at www.evolus.com.