Customer Service Specialist

JOB OVERVIEW:
Beaches Tanning Center is looking for an outgoing professional to support the customer service manager in improving the customer service experience and ensuring that customers are satisfied. They will be required to assist store employees via email and phone with customer issues and assist the employees with any help and/or training. This role requires the ability to handle stressful situations, think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner. Looking for someone who is enthusiastic, has high energy levels, and is friendly with a genuine desire to provide outstanding service.
KEY RESPONSIBILITIES:

• Ensure that all company policies are followed.
• Help build good customer relations.
• Handle complaints and questions from customers and staff via phone and email in a professional and polite manner.
• Escalate customer service issues to ensure they are resolved in a timely manner.
• Document issues and concerns.
• Must have good communication with salon managers, employees, and other corporate employees.
• Use the phone to answer inbound calls to verify account information and keep accounts updated.
• Cancel and freeze Beach Club memberships.
• Offer new ideas to improve the customer experience.
• Handle customer surveys, Beach Buck distribution, new memberships, secret shoppers, and monthly salon summaries.
• Assist with monthly manager meeting power point presentation.
• Help with tidying the office and keeping supplies organized.
• Respond to chargebacks.
• Keep track and document same month cancels and accounts not signed up properly.

GENERAL SKILL AND COMPETENCIES:

• Capacity to work under pressure
• Active listening and empathy
• Excellent written and verbal skills
• Ability to prioritize, multi-task, and manage time efficiently
• Excellent attention to detail and accuracy
• Problem solving and critical thinking skills
• Professional appearance and behavior
• Ability to promote and work in team environment
• Customer service oriented
• Ability to work with and resolve complex customer issues in a timely matter
• Adhere to company policies and demonstrate a high level of integrity

REQUIREMENTS:

• High school diploma/ GED required
• Strong computer and software knowledge
• Reliable and honest
• 1-year customer service experience
• Must be able to work at least 30 hours a week with some flexibility