FirstBank Jobs

Professional Products Beauty Advisor Department: le Care (CDMO) Reports to: Contact Center Operations Manager Job Summary:

• The Le Care Center engages with our stylists and consumers through many touch points.

• The Beauty Advisor will support the Hair Color/Hair Care category for our Professional Product and Consumer Product brands, by responding to stylists/consumers contacts via multiple channels (phone, email, letter, chat, social media, Rating & Reviews, e-Commerce).

• Beauty Advisor provides expert knowledge to consumers, salons, and other sources contacting us for information or seeking assistance in the use our products.

• Will utilize opportunities to build sustainable relationships.

• Offers insights to the brands for continuous product and service improvements.

• A valid Cosmetology License and 3–5 years in salon color experience required.

  Key Job Accountabilities: General:

• Displays a professional company image through voice and online interactions

• Meets established quality standards in all contacts across all channels

• Ensures optimal service levels maximizing resources

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

• Performance meets expectations of key metrics

• Adheres to assigned schedule, which is subject to change and may include evening and/or Saturday hours.

• Offers schedule flexibility to support the needs of the business

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

• 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.

• Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce

  Product Expertise:

• Has expert product knowledge within the Métier

• Assists consumers in finding appropriate products

• Educates consumers in the use of our products

• Identifies cross-selling opportunities/ introduces consumers to new products and services and or places order for customer using Demandware

• Builds relationships with each consumer who contacts our brands

• Recognizes, document all consumer interactions and alerts management of trends.

• Can communicate contents of consumer conversations accurately to support consumer insights

• Resolves issues fairly, balancing the needs of the consumers with those of the organization

• CRM: LE CARE TECHNOLOGY SUITE

• 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

  Technical/Professional:

• A valid Cosmetology License and 3–5 years in salon color experience required.

• Strong product/brand knowledge

• Strong verbal communication skills

• Strong attention to detail

• Intermediate skills with MS® Word

• If bi-lingual – able to compose responses in same language

• Position requires extended periods of time answering calls with the use of a headset

  Competencies required:

• Acts/Leads with Human Sensitivity

• Displays Sensitivity to the Métier

• Interacts Effectively

• Achieves Results with Integrity

  Preferred Key Experiences (prior to this position):

• College degree preferred

• A combination of education and relevant business experience will be considered.

• Demonstrates expertise in the products, services, philosophies and culture within the Métier.