Client Experience Representative

Client Experience Representative

Overview:

Who we are: Jon Renau makes a difference in the lives of those experiencing hair loss. We are one of the world's leading international manufacturers of hair alternatives (wigs, hair pieces, extensions) & strive to deliver the most natural fiber options, fashion-forward styles, most comfortable cap designs and innovative hair solutions to the end wearer. We proudly partner with 2,000+ local boutiques, oncology centers, hospitals, large retailers and prominent e-commerce sites across the U.S. and the world to bring the end consumer the hair loss solutions they need.

What you can expect from us:

We have a very talented, fun, creative, passionate, customer-centric team in a state-of-the-art environment in Carlsbad, CA. We focus on respect, communication, integrity and accountability and strive to continue to be an innovative leader in our industry while doing something very special to those we serve. Joins us, grow and make a difference in the lives of others!

Benefits:

We offer competitive salaries, medical/dental/vision benefits, 401k and additional perks. Please visit our website: https://jonrenau.com and apply to join our team to serve others and contribute to the success of our dynamic organization!

• Fun events and monthly Town Halls
• Medical – 100% Employer Sponsored Individual Health Plan
• Dental – 100% Employer Sponsored Individual Dental Plan
• Vision – 100% Employer Sponsored Individual Vision Plan
• Life Insurance – $25,000 Plan 100% Sponsored by Company
• Long Term Disability – 100% Sponsored by the Company
• Flexible Spending Account – With $200 Annual Employer Contribution
• PTO – 3 weeks per year
• Holiday – 6 Paid Holidays Per Year
• 401K – With Employer Match available
• EAP – 100% Employer Sponsored
• Additional: Options for supplemental AFLAC Plans; Sponsored company events, Employee discount on all Jon Renau products.

Reports to

Department Head

Summary/Objective

The Client Experience Representative is responsible for providing effective service for all the internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Jon Renau CORE Values

• Uphold and represent all Jon Renau CORE Values at all times
• Represent the best Jon Renau has to offer, in words, actions and appearance
• Have a ONE team mentality in all interactions with Jon Renau employees and clients
• Represent and be open to open communication, solution-oriented communication, and feedback
• Deliver exceptional service to clients and end consumers every time-in words and actions
• Attend & actively participate in all sales team & company meetings

Essential Functions/Responsibilities

• Manage inbound call volume
• Generate outbound calls to drive sales
• Place orders for customers
• Check stock for customers
• Assist with order edits and approvals
• Backorder support
• Return Support
• Assist end-consumers with inquiries
• Assist Account Managers in updating and maintaining client records
• Desk coverage for absent Account Managers
• Data Entry
• Provide invoices to clients as requested
• Respond to Customer Service inbox & voicemails & emails
• Identify & qualify potential leads
• Inquiry Support & Tracking
• Collection Monitoring
• Price & Image Audits
• DocuSign P&I Agreements and Dropbox Support

• Other duties as assigned

Required Education and Experience

• High school diploma or equivalent
• 2 Years Customer service experience
• Computer Experience Required

Additional Eligibility Qualifications

• Excellent Verbal and written communication skills
• Demonstrate organizational, self-management and time management skills to manage multiple projects and deadlines
• Beauty Industry Experience Preferred but Not Required
• Cosmetology License Preferred by not required.
• Bilingual (Spanish, /English) preferred but not required

Position Type/Expected Hours of Work

Full Time – On Site in Carlsbad, CA

7:30 – 4:00, 8:00 – 4:40, 8:30 – 5:00. Based on business/client needs - occasional overtime may be needed

Supervisory Responsibility

No Supervisory experience

Work Environment

This job operates in a Business casual office environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, stand, walk and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. The employee is frequently required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds.

Travel

No Travel required for this position

Work authorization/Security Clearance

Must be able to eligible to work in the United States of America

Other duties

Other miscellanies duties as assigned