Jobs and Careers

Customer Experience Representative - National Accounts

Newport Beach, United Statesfull_timeVerifiedPosted 13 Jun 2024

About the role

Evolus, Inc. is a performance beauty company focused on providing physicians and their patients with expanded choices in medical aesthetic treatments and procedures. We are seeking eager, goal-oriented Custom Service Representatives for our Customer Experience team. These individuals, under general supervision, will interact with contracted customers to place orders, provide information in response to inquiries about products/services and resolve complaints in a timely, accurate and professional manner. In this role, individuals are responsible for fostering the growth of a strong customer base through creating positive customer interactions and building strong customer relationships. If you are looking for an opportunity to showcase your abilities while growing your knowledge, then look no further! In this role, you will be challenged to drive the success of Evolus to build a brand like no other.

Let’s talk about some of the key responsibilities of the role:

Communicate with corporate accounts during onboarding and account setup.
Update Sales National Account playbook with Marketing.
Document new account in Customer Experience Contracted Account playbook with important information regarding the contract.
Educate the Sales rep on operation of new account.
Place orders timely when purchase orders are received.
Send confirmation emails when orders are placed or had delivery issues.
Explain promotions and consumer loyalty program to practices and sales reps in relation to the contracted account.
Assist practices with reward related issues and inquiries.
Assist practices with delivery and replacement orders.
Provide white glove service in technical support for Evolus App and portal.
Assist in setting up ‘Find a Specialist’ page for practice.
Provide reports for National Accounts.
Manage promotional training product and marketing collateral for contracted practices.
Support National Account leadership with other administrative tasks, approved by Customer Experience Management.
Participate in events with National Account leadership, if necessary.
Process all required business transactions with accuracy in all relevant systems (NetSuite, Salesforce, and in-house application).
Collaborate daily with Sales Representatives, Accounts Receivable, Marketing, Quality/Medical Affairs and Distribution as necessary to troubleshoot and resolve customer issues, with a positive customer experience at the core of every decision.
Outbound informational calls to customers and Sales Representatives.
Gather and document valuable customer information.
Achieve team and individual departmental goals and objectives.
Assist with special projects as directed and/or assigned by Management.

Skills and Qualifications Required for this Dynamic Team Member:

Associate or Bachelor’s degree preferred.
Two to three years’ Customer Service experience is preferred.
Communication �� Demonstrate friendly and professional phone skills. Ability to communicate effectively, verbally and in writing, with employees, customers, and all other contacts. Ability to adjust communication style to suit situation and audience.
Multi-Tasking — Ability to assist customers and sales reps by phone, chat and email in a fast-paced work environment. Ability to prioritize offline workload and provide accurate and timely responses.
Critical Thinking — Ability to demonstrate strong problem solving and analytical approach to all tasks.
Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
Computer Skills – Proficient in Word, Excel and Outlook. Ability to type at 40 wpm with accuracy. Experience in NetSuite, Salesforce or another CRM preferred."

A Few Other Items Worth Mentioning:

Office location – Newport Beach. Hybrid schedule Tuesday -Thursday onsite + Monday + Friday remote optional.
This position reports directly to the Customer Service Supervisor.

Compensation & Total Rewards: The expected hourly pay range for this position is $22.70 - $29.00. Your actual hourly base rate will be determi