Customer Service Representative (Spanish)

El Segundo, CA

Who we are.

We are a radical team of engineers, coders, technicians, creatives, and colorists coming together to craft a completely personalized hair color and hair care experience—all while empowering folks to be experts at home.

eSalon is a rapidly growing beauty company that leverages technology and experienced colorists to deliver a one of a kind hair color experience. We’re disrupting the industry by bringing the human touch and high quality results of a salon to the masses. We’ve already shipped over 6 million orders to date, and have won Allure Magazine Best of Beauty award four times! Our culture is collaborative, rewarding, and fun with regular happy hours and other team-building events on our clock, not yours.

A bilingual compassionate and persuasive individual who has an exceptional way of connecting with people, genuinely empathizing with them and offering thoughtful viable alternatives to canceling service. That skillful way you are able to connect with consumers and turn things around is what we are looking for to reduce client churn as well as gather client insights about our products, services, and customer satisfaction. This position reports into the Customer Service Manager on the Customer Service Team.

Responsibilities

Working in a call center environment, answering a high volume of inbound retention and customer service calls from across the US in Spanish and English.
Provide customer service via phone, email, and chat in Spanish and English.
Use consultative sales skills to assess client goals, educate them on the benefits of eSalon, propose a customized eSalon solution, and save clients from discontinuing service.
Retain clients in accordance with company requirements and customer needs.
Meet and exceed individual goals.
Document client interactions accurately.
Communicate ongoing retention activity and progress.
Project professionalism and work cooperatively with other departments and seek further advice and guidance when necessary.
Other duties as required.

Qualifications

Fluent in Spanish and English (both written and oral communication)
1+ years customer service or call center experience (preferably with an emphasis on retention)
Experience selling in a solution or service environment with top notch phone presentation skills.
Active experience utilizing CRM systems to document daily calls, meetings, and activity is required.
Must be organized, self-motivated, driven, and have an appetite to succeed.
Consistent track record of retaining a high percentage of clients.
Excellent writing skills.
Stable work history.
Highly motivated & energetic.
Flexible and able to thrive in fast paced, high growth environment.

Benefits

Medical, dental, vision and life insurance plans
401K Plan
15 days of Paid Time Off + 10 company holidays
Paid Maternity / Paternity Leave
Monthly catered lunches
Stocked kitchen
Employee Assistance Program

Rideshare program
Casual work environment
Corporate Discount Program
Complimentary salon services
Authentic work / life balance
Beer Cart Fridays

eSalon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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