Careers At Beautycounter
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Customer Experience Agent

Department: Customer Care
Location: Santa Monica, CA


 

Beautycounter is a disruptive beauty brand that creates and sells safer, high-performing skin care and color cosmetic products. Our mission is to get safer products into the hands of everyone.  We work toward this mission by creating best-in-class products with ingredients that have passed our rigorous ingredient selection process.  We also work on market and policy initiatives to raise the bar of safety for the entire cosmetics industry.  We pride ourselves on our commitment to transparency. 

Our Customer Experience Agent is responsible for providing best in class customer service via email, phone, ticket support and chat in a full-service Customer Care Center. The candidate will work with supervisors and team leads to deliver a world class customer experience. The ideal Customer Experience Agent candidate will possess excellent analytical, verbal and written communication and organizational skills and will be proactive in learning about Beautycounter, its mission/cause and the Direct Retail business model.

Primary Position Responsibilities include, but not limited to:

  • Support Beautycounter client/member/consultants via phone, ticket and email support.
  • Ensure Beautycounter delivers a world class customer experience every time we engage with a consumer. 
  • Participate as an integral part of a “customer first” service organization with performance that meets our care standards:
    •  Ability to handle daily Customer Care calls and inquiries with professionalism and efficiency.
    •  Ability to manage customer/client/member/consultant exceptions and handle those exceptions accordingly. 
    •  Ability to critically think and communicate policy according to current procedure. 
  • Help foster customer relationships on the phone, email and chat.
  • Be a brand expert and knowledgeable of all products.
  • Assist with inquiries ranging from general to order specific.
  • Relate relevant feedback to management in order to optimize customer experience.

Qualifications:

  • 3+ years Call Center and/or Customer Care and sales experience.
  • Retail e-commerce / Direct Selling industry experience and knowledge strongly desired, but not required.
  • Experience working with Genesys, Magento, or ZenDesk (or a comparable customer service ticketing system) strongly desired, but not required.
  • Strong analytical and critical thinking skills.
  • Strong communication skills, interpersonal and organizational skills.
  • Must be very detail oriented and possess excellent time management skills.
  • Outstanding problem solving skills, self-motivated and an entrepreneurial spirit.
  • Ability to work well in a team environment, be creative and self-motivated.
  • Must lead by example, strive for excellence and have a willingness to learn.
  • Positive, sincere, patient, and adaptable.
  • Excellent writing and communication skills.
  • Can report to office headquarters in Santa Monica, CA.
  • High School Diploma.
  • Must be available to work varied hours (including weekends and holidays)

* Part time positions are available as well!

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