Job Description

Location: 530 West Broadway, Vancouver BC, Canada

Core hours: Monday to Friday from 8am – 4:30pm PST

We value collaboration, both in-person and remotely. This position is classified as Remote under our Hybrid Work Program Policy, where this position will work primarily from a home office with occasional in-person attendance.

Role Summary

If you have a passion for skin care and Customer service and enjoy sharing your knowledge with Team Members and Customers, then this could be the perfect role for you! As the Product Support Representative, you will utilize your expert level knowledge of skin care and Eminence’s products to provide extraordinary Customer service, education and support to Eminence Team Members, Spa Partners and Retail Customers by answering phone calls, emails, live website chat, and social media inquiries. You will report directly to the Product Support Team Lead.

Responsibilities

• Provide extraordinary Customer service in a professional and friendly manner via phone, email, and live website chat
• Maintain a high level of knowledge on Eminence’s products and services to ensure all Retail Customers and Spa Partners are provided with accurate information
• Assist Spa Partners and Retail Customers in navigating the Eminence website
• Act as a point of contact for all ingredient-related inquiries to all Eminence Sales Representatives and Spa Partners
• Assist the Digital Marketing team in answering product and ingredient questions received via social media and assist in creating blog content for the Eminence website
• Provide extraordinary Customer service drawing upon esthetics experience to problem solve skin conditions and concerns using Eminence Organic’s extensive line of products
• Provide Retail Customers with details about where to purchase their desired product and/or spa services within their geographic area, and help them identify products to purchase when appropriate
• Act as a point of contact to help the Order Services team in the consideration of any inquiries related to product returns
• Maintain and update a Frequently Asked Questions reference document for answering questions regarding our company and products

Qualifications

• Background in the Esthetics or Health & Beauty industry – minimum 2 years
• Customer Service Experience – minimum 2 years
• Experience with Eminence product line – 1 year preferred
• Esthetic License/Certification – preferred
• Excellent verbal and written communication skills
• Ability to use initiative and independent judgment and problem-solving skills
• Customer complaint resolution skills
• Expert website navigation and web search skills to research, find, and communicate information easily
• Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint)

The Application

Please submit a resume with a cover letter.

Applications are currently being reviewed. Immediate submissions are still welcome.

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