Customer Care Representative - Long Beach, CA

About Us

Hydrafacial is a global category-creating company focused on bringing innovative products to market and delivering beauty health experiences by reinventing our consumer’s relationship with their skin, their bodies and their self-confidence.

Every person here is a key player in our success.  We are firm believers in making the little things count each day so the big things will follow. If this sounds like you, come check us out! This is the perfect opportunity to work with some of the best leaders in the industry while you gain the global and strategic experience to add to your professional toolbox.
 

Job Description:

The Customer Care Representative provides exceptional service to our new and existing customers. This role is critical in assisting with product orders, pricing, marketing inquiries, and ongoing support to help our customers grown their businesses successfully. This role requires attention to detail, proactivity, and a commitment to delivering five-star customer care.  
 

This is a hybrid position based in Long Beach, CA, requiring days in-office and remote each week.

What you’ll do: 

Primary Responsibilities:  

• Responds to customer inquiries via phone and email, assisting with product pricing, order placement, marketing questions, and returns (RMAs) 

• Directs customer calls to the appropriate department or team member as needed 

• Assists customer with ordering supplies and marketing materials 

• Manages a shared email inbox, responding to various customer inquiries related to orders, web store access, and general questions 

• Addresses customer concerns and resolves issues efficiently 

• Processes sales orders in NetSuite accurately and in a timely manner 

• Participates in weekly Customer Development meetings for updates and ongoing training 

• Proactively contacts customers regarding order issues to ensure timely resolution and delivery 

• Notifies customers of backorders and provides estimated arrival times (ETAs) 

• Performs other duties as assigned 

What you need to know: 

Required Qualifications: 

• High School diploma or GED 

• 3+ years of experience in customer service, preferably in a call center or support role 

• Proficiency in Microsoft Word, Excel, Outlook, and NetSuite 

• Experience handling multi-line phone systems, scanners, printers, and general office equipment 

• Strong interpersonal, problem-solving, and customer service skills 

• Ability to multi-task, remain detail-oriented, and work efficiently in a fast-paced environment 

• Excellent verbal and written communication skills, with a professional and customer-focused approach   

Preferred Qualifications: 

• Experience using Salesforce CRM to track customer interactions and manage cases 

• Conflict resolution skills to handle customer concerns professionally and effectively 

• Strong attention to detail to ensure accuracy in customer interactions and order processing 

• Previous experience working in a high-volume call center environment 

We mean it when we say you’ll LOVE this role.<