Professional Products Beauty Advisor

One of our leading Beauty and Cosmetics Industry is looking for a Digital Beauty Advisor to be working from Berkeley Heights NJ location with an active Cosmetologist / Cosmetology license.

Description:

• 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.
• Spanish speaking a plus.

Key Job Accountabilities:
• 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
• 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.