Job Details

Pay: $31.06/hr
Duration: 7 month contract initially
Location: REMOTE
Shift: 7:30am - 3:30pm PST

About the Role:
Skincare Company is seeking a dedicated and service-oriented Customer Service Representative to support our growing professional affiliate program, Better Connect. With over 7,000 professional accounts enrolled, this role will serve as the primary point of contact for inbound hotline calls and inquiries, providing real-time support to professional customers and internal sales representatives.

This is a highly visible role that plays a critical part in delivering "white glove " service. You will act as a digital ambassador, bridging the gap between our IT solutions and professional partners who may require guided, patient support to navigate our digital ecosystem.

Key Responsibilities:

• Primary Support: Serve as the first point of contact for the Better Connect hotline, managing inbound inquiries with a focus on high-quality resolution.
• Digital Guidance: Provide real-time troubleshooting and "walk-through " support, translating technical workflows into simple, actionable steps for non-technical professional users.
• Ticketing Management: Efficiently resolve support tickets using CRM tools, ensuring all communications meet skinbetter's professional standards.
• Data Integrity: Document, categorize, and log recurring issues to provide the business with actionable insights for platform improvements.
• Cross-Functional Escalation: Identify and escalate complex technical bugs or policy exceptions to the appropriate internal partners.
• Knowledge Mastery: Maintain an up-to-date understanding of Better Connect policies, system updates, and FAQ resources.

Qualifications:

• Experience: 2+ years of experience in technical customer support, hotline management, or a B2B service environment.
• Industry: Experience in the beauty, aesthetic medical, pharma or skincare sectors is highly desirable.
• Communication Mastery: Exceptional verbal communication skills, with a proven ability to remain patient and empathetic when assisting users with varying levels of digital literacy.
• Technical Troubleshooting: Strong aptitude for navigating software platforms and explaining "how-to " steps over the phone.
• Systems Fluency: Experience working with CRM or ticketing systems (e.g., Salesforce, ServiceNow, Zendesk).
• Professionalism: A "customer-first " mindset with the ability to provide premium, white-glove service to healthcare professionals and sales reps.
• Adaptability: Ability to thrive in a fast-paced environment and manage high call volumes without compromising quality.

If you are interested in hearing more about the position, please respond to this posting with your resume attached.

Please forward this posting to any friends or colleagues as we do offer a Referral Bonus for any candidate hired.

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