Customer Experience Representative

1 week ago

Newport Beach, United States Evolus Full time

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.
- 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.
- 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.
- 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 determined on a case-by-case basis and may vary based on a number of considerations including but not limited to role relevant knowledge and skills, experience, education, certifications, and more.

We offer more than just a paycheck, and your base salary is just the start Stay happy and healthy with our competitive suite of medical, dental and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn’t have to worry about, from employer covered life insurance to short-term disability. Take advantage of the 401k match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees. Did we mention the holiday soft closure between the Christmas and New Years holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquar

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