Client Service Representative - Phone (Hybird)

About NuFACE:

NuFACE® is the pioneers and leading innovators in at-home Microcurrent Skincare. Founded 17 years ago in a garage in Encinitas, California by Carol Cole and her two daughters, NuFACE embodies the true meaning of a passionate and fearless, female-owned business. This passion drives us to continually innovate clean skincare products and FDA-cleared devices that address our clients’ unique needs in a way only NuFACE can. With an organization that now spans beyond the United States with over 100 employees, NuFACE prides itself on being a brand that helps aestheticians and hard-working employees in the beauty-industry meet their career goals and foster their ambitions for years to come. We make it a priority to keep our culture innovative, positive, and collaborative and pride ourselves on our UPLIFTING values that make our team truly one-of-a-kind. Join us in helping everyone look and feel more beautiful!

Job Purpose:

Job Purpose:

This critical role requires outstanding teamwork and individual support to grow long-term client relationships, that deliver an exceptional client experience and superior client satisfaction. As Client Experience Expert (CXE) routinely you will be the first line of contact with our clients, and must exhibit patience, empathy, clear and respectful communication, and an innate ability to answer inquires primarily via telephone or virtual call in a professional, positive, and polite manner while assisting the team with email, chat, reviews, and returns as needed. The CXE will be responsible for conducting Virtual House Calls with specific clientele while adhering to NuFACE guidelines and protocols.

The CXE will be required to educate clients on the complete NuFACE product line. The CXE will need to communicate internally both laterally and vertically to provide feedback on industry trends or identify product performance issues that require immediate attention.

Uphold our CX Mission Statement:

NuFACE Client Experience Experts are the beauty tech leader, providing personalized, worldwide, best in class client experience, any way our clients want to connect, 365 days per year with 24-hour resolution times.

Essential Functions:

· Advocate for the client, guaranteeing proactive resolution with the NuFACE brand, that ensures each client receives a level of experience that surpasses their expectations.

· Respond promptly and efficiently as the brand ambassador to inquiries via telephone or virtual call whether answering inbound or completing outbound calls.

· Troubleshoot issues and educate clients on proper use, care, and maintenance of NuFACE Devices.

· Guide clients through the warranty & returns process.

· Provide accurate feedback to client inquiries in accordance with FDA and NuFACE guidelines.

· Work directly with appropriate NuFACE team members and departments to resolve client concerns in a timely manner.

· Document, report, and communicate any emerging trends related to product performance or client acceptance.

· Responsible for meeting call handling, quality, and schedule adherence metrics.

· Promote the full line of NuFACE products to clients.

· Direct requests and unresolved issues to the designated NuFACE resource.

· Dedication to the company quality system and regulatory requirements.

· Adhere to NuFACE values and guidelines.

· Ability to identify when calls, chats, or emails need to be escalated accordingly.

· Ability to provide accurate data based on client feedback/requests regarding NuFACE products, policies, and promos.

· Conduct and handle VHC video calls with clients as needed (limited to 20 minutes each).

· Adhere to all VHC protocols and guidelines.

· Ability to train new team members on call support channel and its protocols.

· Leading voice of the client data capturing via call channel and sharing input with manager and team.

· Conduct Tier 1, Tier 2, and Tier 3 ticket support events via call channel.

· Assist CX team with emails, chat, and returns during off peak times as needed.

· Other responsibilities and projects that may fall out of CX scope as assigned by management.

Skills/Qualifications:

· Minimum of 3 years of customer experience.

· High school diploma or equivalent/associate degree preferred.

· Aesthetician license preferred.

· Experience with customer experience phone support required.

· Experience supporting clients with medical devices preferred.

· Proficiency with MS Word, PowerPoint and Excel, and Outlook.

· Must be detail-oriented with excellent analytical and problem-solving skills.

· Exceptional communication (verbal and written) and interpersonal skills.

· Positive attitude & willingness to work in a fun, fast paced environment.

· Flexible, embraces change.

· Ability to manage multiple tasks simultaneously while maintaining high attention to detail.

· Strong commitment to client satisfaction & retention.

· Willingness to learn by taking on new responsibilities as deemed necessary by management.

· Email and Phone customer experience protocols knowledge required.

· Dependability and time management skills required.

· Experience with virtual ticketing systems such as Gorgias, Zendesk, Freshdesk, and others is preferred.

· Encompasses a client-first mindset required.

· Ability to utilize constructive feedback as a growth opportunity.

Salary:

$20.00-$22.00 Hourly

UPLIFT TOGETHER. At NuFACE, we’re not all the same, and we like it that way. We celebrate, support, and thrive on our differences for the benefit of our brand and each other.

We’re completely committed to fostering a culture of diversity, equity, and inclusion where there is respect for human rights, zero tolerance for discrimination, and employees can feel free to bring their authentic selves to work each and every day. Treating each other fairly and giving space to be seen and heard while valuing every ethnicity, gender, social background, religion, age, and disability creates a stronger workplace where our employees thrive as well as our business.

As an Equal Opportunity Employer, we never discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Follow us on LinkedIn, check out our star reviews on Glassdoor, and learn more about our company culture on our career site: https://www.mynuface.com/pages/careers