Customer Service Representative

Berkeley Heights, New Jersey Customer Service Posted July 15, 2024
#220686
Apply Now

Job Title: Customer Service Representative/Digital Beauty Advisor
Duration: 08/19/2024 to 02/14/2025
Hours: 40 hrs/wk

Location: Berkeley Heights, NJ 07922 (3 days on site, 2 days remote)
Pay: $20-24/hr

Hourly rate is commensurate with experience and is an estimated range provided by JBC.

Job Description:
• Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter)

• Support PPD public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed

• Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices

• Follow Brand and Care provided social FAQ documents for launches and key social moments

• Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer

• Recognizes and recommends new ways to influence consumers in their purchase decision

• Alert critical customer complaints to internal Care and Brand teams and assist with problem solving

• Provide social content and engagement recommendations based on consumer feedback and trends

• Stay up to date on new social media platforms, tools and best practices

• Live in the social ecosystem, stay on top of emerging trends in the landscape

Responsiveness

• Maintain 100% Reply Rate and established Response Time goals across social channels

• Maintain consumer satisfaction and sentiment scores as established by the group

• Monitor personal social KPI’s using Sprinklr

• Offers schedule flexibility to support the needs of the business which included weekends

• Meets established quality standards in all contacts across all channels

• Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.

• Documents product issues in a way that the information can be used for product improvement or development

• Accurately enters required information in the CRM and surveys to ensure data integrity

Job Qualifications

• Bachelor’s Degree

• 1-2 years’ social media engagement experience

• Customer Service experience desired

• Customer obsessed mindset

• Knowledge and experience with major social media platforms required

• Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team

• Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends

• Report back to internal team to funnel insights into product / experience / content creation strategy

• High level of organization, attention to detail and positive attitude

• Interest in beauty, fashion and/or lifestyle brands

• Exceptional writing skills

• Excellent problem-solving ability

• Proficient in Microsoft applications including PowerPoint, Word and Excel.

Attach a resume file. Accepted file types are DOC, DOCX, PDF, HTML, and TXT.

We are uploading your application. It may take a few moments to read your resume. Please wait!