Job Title: Customer Care Agent

Department: Customer Care

Reports to: Customer Care Manager

Status: Full-time, Part-time (Non-Exempt) Working Monday- Friday

Location: Springfield, MO

Pay: Starting at $15.50 per hour. Pay based on experience.

Salon Service Group, founded over 32 years ago, is the nation's largest privately-owned professional beauty distributor. SSG proudly partners with the Professional Beauty Industry exclusively, through salons, spas and stylists. We have conveniently located, professionally exclusive wholesale stores representing our independently owned, high-end professional portfolio of haircare brands across SSG territories. We are committed to excellent service, quality products and most importantly, we build strong lifelong partnerships with our customers. Our highest priority is to provide our customers with the tools and support that they need for success.

Job Summary

The Customer Care Agent is responsible for delivering exceptional service and support to our Salon Consultants, Customers, and Store Team Members—primarily through inbound phone calls, as well as email and text communication.

This is a fast-paced position that plays a vital role in customer satisfaction, order accuracy, and operational efficiency. NO COSMETOLOGY LICENSE NEEDED!

Working for SSG will provide you with:

· An organization which is built on its people, where every person truly matters.

· Competitive compensation package with additional earning opportunities through incentives and initiatives.

· Excellent benefits package for full-time employees including vacation pay, sick time, health, dental, vision, 401k retirement plan with a company match, and great discounts on exclusive haircare products.

· Partnership with a dynamic team of leaders in a fun, exciting industry.

· Opportunity for personal growth and career advancement.

Primary Responsibilities

· Answer inbound phone calls (average 80–100+ per week) and make outbound follow-up calls to established customers as needed.

· Respond promptly and professionally to customer inquiries across multiple channels, including email, shared inboxes, and text messaging.

· Maintain a courteous and solution-oriented tone in all communications.

· Proactively support open territories by reaching out via calls, emails, and texts.

· Process customer orders, check inventory availability, reroute update or file UPS claims for lost and damaged shipments as needed.

· Create and maintain accurate customer accounts, including verifying cosmetology license, updating addresses, and credit card/payment methods.

· Resolve a wide range of issues, including order errors, shipping delays, and billing discrepancies.

· Assist customers with login problems and technical issues related to online systems or mobile apps.

· Collaborate with the team to identify recurring issues and contribute to improvements in customer service and internal processes.

· Maintain a high success rate in managing communications and strive for first-contact resolution, escalating complex issues as appropriate.

· Deliver timely, accurate, and consistent support across all platforms—phone, email, and text—while helping drive sales and customer retention through targeted outreach.

Required Skills & Abilities

· Previous call center or multi-channel customer service experience highly preferred.

· Dedication to providing excellent customer service with a true desire to help people

· Strong verbal and written communication skills, including professional email and texting etiquette.

· Excellent data entry skills and ability to quickly learn new software systems.

· Proficiency with Microsoft Outlook and Word.

· Strong organizational skills and ability to manage multiple interactions simultaneously.

· Positive, adaptable, and solution-oriented mindset.

· Interest or experience in the salon industry is a plus.

Education & Experience

· High school diploma or equivalent required.

Physical Requirements

· Ability to sit or stand throughout the day while handling calls and data entry.

SSG Full-Time Benefits:

· Health, Dental, Vision, Life, and AD&D Insurance available

· Health Savings Account or Flexible Spending Account

· · Employee Assistance Program

· 401 (k) Retirement Plan - SSG matches 50% of the employee’s contributions up to 2% of their yearly income

· PTO

· Holiday pay

· Sam’s Club membership for you and a friend or family member

· Discounts on exclusive hair products

· Employee referral program - $1,000 potential earnings per referral

SSG is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with SSG without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status, or other classification protected by applicable federal, state or local law.

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