Customer Experience Representative

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 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. 

• Answer inbound calls from customers and respond to online customer web chats/emails regarding the following:
• Product Orders
• Order Status
• Product Returns
• Billing Discrepancies and Requests for Credit
• Customer Payments (eCheck, Credit Card)
• Information on Account Balance and Aging Invoices
• Information on Account Holds (Past Due Invoices, Account Reconciliations)
• Application of Cash on Account
• Pricing
• Marketing Programs
• Upsell and Cross-Sell
• Consumer Inquiries
• Process all required business transactions with accuracy in all relevant systems (NetSuite or Hubspot)
• Interface daily with Sales Representatives (internal and external), Accounts Receivable 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

•  Associate or Bachelor’s degree preferred
• Two to three years Customer Service experience in a Call Center 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 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.  Ability to learn various other software programs to include NetSuite and Hubspot

• Office location – Newport Beach, Hybrid Schedule: Tuesday – Thursday onsite and Monday and Friday remote
• This position reports directly to the Supervisor, Customer Experience