Customer Service Agent Escalations Specialist (Remote)

Job Title: Customer Service Agent (Remote)**
**Location:** Remote
**Job Type:** Full-Time
**Compensation:** To Be Determined (Bonus Eligible)
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**About Us:**
At Hairbrella, we are dedicated to providing exceptional customer experiences and innovative products. We are seeking a passionate and skilled Customer Service Agent to join our dynamic team. This role is perfect for individuals who excel at handling escalations, have outstanding phone skills, and are committed to going above and beyond for our customers.
**Key Responsibilities:**
– **Handle Escalations:** Effectively manage and resolve customer complaints and issues, ensuring a positive resolution for both the customer and the company.
– **Phone Skills:** Provide top-tier customer service via phone, demonstrating a calm and patient demeanor at all times.
– **Empathy and Understanding:** Show genuine empathy towards customers’ concerns, understanding their needs and providing appropriate solutions.
– **Leadership Focus:** Exhibit leadership qualities, guiding customers and team members through challenges with confidence and expertise.
– **Customer Satisfaction:** Strive to exceed customer expectations, consistently delivering a high standard of service.
– **Growth Opportunities:** Embrace opportunities for professional development and career advancement within the company.
– **Social Media Management:** Engage with customers on social media platforms, addressing inquiries and maintaining a positive online presence.
– **Tech Savvy:** Utilize Shopify Plus, Gorgias, Slack, and other tools to manage customer interactions and streamline processes.
– **Upselling and Cross-Selling:** Skillfully handle returns and exchanges, upselling and cross-selling additional offerings to enhance customer satisfaction.
– **Flexible Schedule:** Work a shifting schedule with some weekend availability, especially during holidays, to meet the needs of our customers.
**Requirements:**
– Proven experience in customer service, particularly in handling escalations and providing phone support.
– Familiarity with Shopify Plus, Gorgias, and social media management tools.
– Strong communication skills, both verbal and written.
– Exceptional patience, empathy, and problem-solving abilities.
– Leadership qualities with a focus on team collaboration and customer satisfaction.
– Ability to work remotely and manage time effectively.
– Availability to work flexible hours, including weekends and holidays as needed.
**Benefits:**
– Competitive compensation package (details to be determined).
– Bonus eligibility based on performance.
– Opportunities for career growth and development.
– A supportive and collaborative team environment.
**How to Apply:**
If you are passionate about customer service and are ready to take on a new challenge with a growing company, we would love to hear from you! Please submit your resume and a brief cover letter detailing your relevant experience and why you would be a great fit for this role.
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**Hairbrella is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**