Customer Service Rep

Basic Function:

Provides best in class service to consumers by employing company resources to serve and maintain brand loyalty. Collects pertinent data for post marketing research, quality assurance reviews, and consumer behavior analysis.

Major Duties:

  • Identify and assess consumer needs and select the proper resolution in a timely, friendly, and professional manner.
  • Follow proper procedures and guidelines as defined in company s Consumer Information Policy and Procedure Manual and in compliance with GMP and FDA regulations.
  • Determine appropriate resolutions for consumer inquiries and concerns with the full knowledge of and adherence to company policies minimizing legal and social risk.
  • Provide accurate information to consumers regarding product claims, product availability, ingredients, product usage and purpose, shade availability, advertising campaigns, animal testing policy, environmental issues, news media issues, company websites, and miscellaneous request for current, discontinued and future product offerings and promotions.
  • If assigned to website accounts, provide sales support in addition to service assistance to on-line consumers.
  • If assigned to professional brands, provide sales and service support to professional salon customers.
  • Serve in frontline responsibility for determining reimbursement amounts for refunds to consumers, dollar amounts of Gift Certificates and replacement products which include a written resolution to consumer.
  • Provide accuracy in documentation of all consumer contacts to include consumer name, address, telephone number, e-mail address, reason for contact, items discussed, full verbatim of call and resolution of contact in the Wilke Global Consumer Response System.
  • Familiarize and utilize current and relevant training information on all current products, discontinued products, substitute products, future product offerings, and procedures.
  • Maintain departmental averages for key performance indicators: (call monitoring, data quality assurance, call handling, etc.)
  • Supports Supervisor and Manager in departmental and/or company projects, as assigned.
  • Perform any other duties related to departmental functions or requested by management.


  • High school diploma
  • Cosmetology license required.
  • Prior call experience preferred.
  • Excellent oral and written communication skills.
  • Demonstrates an enthusiasm and interest for all assigned brands.
  • Must possess good judgment and ability to make independent decisions within departmental protocol.
  • Ability to maintain a professional attitude in stressful situations and with difficult consumers.
  • Ability to work independently and in a team interacting positively with co-workers and management.
  • Strong computer skills using Microsoft Office Software.
  • Ability to multi-task, prioritize, and manage time effectively during call volume peaks.
  • Bi-Lingual, (Spanish), preferred..

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