Customer Experience Coordinator

Overview

*THIS IS AN IN PERSON POSTION*

At Drybar, our philosophy is simple: Focus on one thing and be the best at it. For us that’s blowouts. Our tagline says it all: No cuts. No color. Just blowouts.

As the leader of Blowouts in the beauty industry we are obsessed with giving our customers the best experience very visit. In fact, our #1 core value is “It’s the Experience”.  Many of the first interactions with guest happen over the phone and this is where our Customer Experience Coordinators come in. Our ideal candidate is interested in the beauty industry, passionate about customer service and can deliver smiles through the phone.

Job duties include but are not limited to the below

• Delivering over the top customer service to all clients that call in.
• Answering inbound client phone calls- call vary from appointment booking, general questions, cancelling appointments and customer concerns.
• Being a liason between the clients on the phone and our shops by communicating via a chat system.
• Making outbound calls to clients.
• Making appointments for customers using the “Booker” booking platform
• Confirming bookings.
• De-escalating any client concerns that come through on the phone.
• Maximizing shops booking potential by moving appointments around to accommodate all guests.
• Other duties as assigned by team leads.

Skills needed:

• Excellent verbal and written communication: Clearly explaining information, adapting language to different customers, and using positive tone.
• Technologically Proficient: Can navigate technology systems easily including but not limited to booking systems, zoom phone and zoom chat.
• Active Listening: Fully understanding customer needs by attentively listening, asking clarifying questions and repeating back information.
• Multitasking: Handling multiple tasks simultaneously, like working in client profiles to make notes or read notes while speaking to a custome
• Problem-solving: Identifying the root cause of a problem and providing appropriate solutions.
• Organization: Keeping customer information and appointments accurate and updated.
• Patience: Maintaining composure when dealing with frustrated or demanding customers
• Empathy: Showing understanding and compassion towards customer issues

1-2+ years of customer service experience strongly preferred.

Some sales background preferred but not required