We are Drybar, a blow dry bar, and we set out to shake up the beauty industry. We believe in doing one thing and being the best at it. For us, that’s blowouts. In fact, our tagline says it best: No cuts. No color. Just blowouts. What started with one shop in Brentwood, CA in 2010, has grown to over 90 locations across 20 markets. We are home to over 3,000 incredibly talented team members and are humbled by what they have collectively accomplished every day.
As a Client Relations Specialist at Drybar, you are responsible for providing excellent client interaction, managing, and often salvaging, the relationship between Drybar and our clients. CR Specialist must maintain the friendly, upbeat tone of Drybar. Client Relations Specialist always make calling our clients our number one priority to ensure they are feeling heard and that their issues are being addressed; we want to surprise and delight them with not just great blowouts, but with wonderful customer service.
To learn more about who we are and what we believe in, check out our 10 core values, the Heart & Soul of Drybar:
ESSENTIAL JOB FUNCTIONS:
+ Respond to a high volume of phone calls and emails regarding client concerns and online reviews
+ Be an expert and guide on all Drybar services, products, and processes
+ Improve the lives of Drybar clients by removing obstacles and showing that we care
+ Be the liaison between shop locations, the call center, and the corporate HQ
+ Resolve in-shop client experiences to improve brand sentiment and loyalty
+ Resolve client billing and payment issues
+ Meticulously document actions and client feedback in Salesforce
+ Maintain the Drybar voice and brand, and constantly exhibit Drybar core values
+ Outstanding written and verbal communication skills
+ One rotating Saturday shift required per month
AREAS OF RESPONSIBILITIES:
+ Lead communication direct to clients from a brand perspective via telephone, email and social media
+ Maintain a professional and collective demeanor both internal and external facing when communicating
+ Exhibit consistent behaviors that reflect our core values
+ Document client experience from case pick up to case close to ensure best client experience
+ Accurately pulling, recording and contacting surveys from all shops
+ Accurately picking up, documenting and contacting cases from all client relation facing mediums in the order in which they come through, depending on level of urgency
+ Uphold dynamic productivity based on the needs of the business
+ Ability to facilitate resolution between client and shop issues
+ Ability to facilitate any and all billing and online order issues between the client and Drybar
+ Coordinate contact between human resources, management and clients for any client injuries after completing any necessary documentation
+ Ability to work in a fast-paced environment
JOB COMPETENCIES - KNOWLEDGE, SKILLS AND ABILTIES:
+ Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
+ Integrity and Trust. Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain
+ Interpersonal Savvy. Relates well to all kinds of people — up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably
+ Composure. Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during difficult times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a panic situation
+ Functional Skills & Learning. Has the technical ability and skills to operate our CRM system, social media management as well as our client management systems. Open to receiving constructive feedback, coaching, and training as well as is excited to learn
+ Problem Solving. Uses logic and support resources to solve problems at during their shift; knows when to proceed and when to ask for help; comfortable with challenging conversations
EDUCATION, EXPERIENCE AND/OR CERTIFICATIONS REQUIRED:
+ 1+ years of experience working in a fast-paced customer service environment
+ A high school diploma or equivalent
+ Excellent communication skills
While performing the duties of this job, the team member is regularly required to sit for a prolonged period of time, typing and being computer screen facing up to 8 hours at a time. Team member must have the ability to have substantial verbal communication via telephone. The team member must have the ability to be productive, motivate and manage time efficiently while working in a home office environment. The team member is occasionally required to stand; reach with hands and arms; stoop, kneel, crouch, and crawl.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORKPLACE CONDITIONS AND ENVIRONMENT:
Ability to work from home with a high-speed internet connection in a quiet workplace; will be required to work from the Irvine, CA Support Center a minimum of two (2) days per week.
Weekend shifts may be required based on seasonality.
SYSTEMS / EQUIPMENT USED:
Booker, Sales Force, Social Media, Magento
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the team member during the course of employment. Additional duties and responsibilities may be assigned by supervisor as business needs dictate and as the supervisory personnel deem appropriate. All Drybar team members are expected to follow company policies and procedures, whether those policies and procedures are established in writing or in practice. All Drybar team members must adhere to the highest of ethical standards, respect and cooperation in the workplace and focus on delivering a world-class experience to internal customers and all Drybar clients.
Shifts Available: Friday, Monday, Thursday, Tuesday, Wednesday
External Company Name: Drybar Holdings LLC
External Company URL: www.thedrybar.com
Street: 125 Technology