Customer Experience & Support Specialist, Spartanburg

Job Description Title: Customer Experience & Support Specialist Location: Greer, South Carolina (In-Office) Classification: Hourly, Non-Exempt Position SummaryThe Customer Experience & Support Specialist at Lauren Ashtyn Collection serves as a central point of contact for customers, independent contractors, and salon partners within a lifestyle marketing and distribution company specializing in hair extensions and toppers.
This role is responsible for delivering a seamless and elevated customer experience by resolving issues, answering questions, and coordinating support related to orders, products, appointments, and events.
While this role does not carry a formal sales quota, the CESS is expected to facilitate phone-based sales when needed to maintain a high-quality customer experience.
Key ResponsibilitiesCustomer Support & Issue ResolutionRespond to inbound calls and inquiries from customers, stylists, contractors, and salon staffTroubleshoot and resolve issues related to orders, products, and fulfillmentProvide clear, accurate, and professional communication across all interactionsOrders & Product SupportAssist with order placement, status updates, and trackingGuide customers and stylists on product selection and usageMaintain knowledge of extensions, toppers, and related care productsAppointment & Event CoordinationSupport scheduling of consultations, services, and eventsProvide details and coordination support for upcoming appointments and brand eventsStylist & Contractor SupportServe as a key operational and support partner to stylists and contractorsProvide guidance on product use, processes, and customer care standardsInside Sales Support (As Needed)Complete sales transactions when inside sales staff are unavailableEnsure continuity of the customer experience without unnecessary transfersRecommend products aligned with customer needs and brand standardsDocumentation & Process ImprovementDocument customer interactions accuratelyIdentify trends and recurring issues for continuous improvementSupport enhancements to processes and customer experience workflows Performance Metrics (KPIs)Quarterly bonus eligibility is based on a combination of company and individual performance metrics, including:Customer satisfaction and service qualityResponsiveness and resolution timeOrder accuracy and support effectivenessContribution to team and operational goals Compensation & BenefitsCompensation StructureHourly Rate: $***** $***** per hour (based on experience and qualifications)Target Hiring Range: $***** $***** per hourQuarterly Performance Bonus: Bonus PlanEligible for quarterly bonus based on: Individual performance against KPIs Team and company performance outcomes Customer experience and quality standardsBonus target range is typically 5% 10% of base earnings.
QualificationsRequired2+ years of customer service or client support experienceStrong communication and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentPreferredExperience in beauty, hair, or salon environmentsFamiliarity with hair extensions, toppers, or related productsExperience supporting independent contractors or stylistsCore CompetenciesCustomer-first mindset and empathyStrong listening and communication skillsAdaptability and sound decision-makingAttention to detail and organizationTeam-oriented and proactive Work EnvironmentIn-office role based in Greer, SCCollaborative, fast-paced, customer-focused environmentFrequent interaction with customers, stylists, and internal teams
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