Title: Online Escalation Care Representative

Reporting Structure: Reports to Manager, Customer Service

Position Description: The Online Escalation Care Representative is responsible for taking ownership of ensuring full resolution of escalated customer issues that are raised via brand site, Estee Lauder TikTok Shop chat, or social channels to cultivate lasting, meaningful customer relationships and drive customer retention. Responsibilities include: addressing consumer inquiries and issues via email communications and TikTok Seller Center; providing full research for and collaborating with management on any issues that require management involvement; consistently maintaining quality and service level standards, including productivity; timely completion of assigned trainings; regular participation in individual and group calls that seek to drive development and team alignment; contribute to first contact resolution & CSAT improvement initiatives by raising identified opportunities to management for coaching, research, or feedback to be given to the brand.

Key Responsibilities

Customer Service & Retention

• Deliver exemplary service via email communications to online customers across multiple brands within service levels and while meeting quality standards.
• Fully research and apply appropriate policies & procedures to all customer situations and responses while taking all appropriate actions to fully resolve every contact.
• Work with CS management/Operations to fully resolve open escalations received via email and ticketing systems in a timely manner.
• Complete assigned tickets, cases, and TikTok Shop chats in a timely manner when requested by management.
• Proactively alert management to contact trends that may indicate larger customer-impacting issues.

Quality

• Make recommendations for new standard email responses, as well as call out necessary adjustments to existing scripts.
• Support our quality initiatives by raising email opportunities to management for coaching.
• Achieve consistent scores of Successful or Exceeds Expectations on quality checks.
• Maintain consistent productivity achievements in email on a weekly and monthly basis.

Qualifications & Requirements

• Position requires 5+ year’s related experience in customer service or corporate environment.
• Excellent writing and communication skills.
• Positive attitude and professional demeanor.
• Demonstrates strong problem-solving and critical thinking skills.
  Ability to work independently.
• Comfortable working with the Internet, Excel, Word, Outlook, and CRM systems.
  Familiarity with Estee Lauder Companies internal systems and procedures preferred.
  Must be available to work a rotating weekly shift schedule. Scheduled work hours will fluctuate based on business needs (work schedule may change weekly).
• Will require weekly hours to be completed during weekday evenings and some weekend days throughout the month.
• National holiday work at holiday pay rate is required.

The anticipated hourly range for this position is $17.07 to $28.45. Exact hourly rate depends on several factors such as experience, skills, education, and budget. Hourly range may vary based on geographic location. In addition to hourly rate, this position may be eligible for an annual discretionary bonus.

In addition, The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

Job: Online / E-Commerce
Primary Location: US-NY-New York
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 2314455

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. It is Company's policy not to discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. The Company will endeavor to provide a reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability and to employees and prospective employees with needs related to their religious observance or practices. Should you wish to apply for this position or any other position with the Company and you believe you require assistance to complete an application or participate in an interview, please contact USApplicantAccommodations@Estee.com.

The Estée Lauder Companies (ELC) is the global leader in prestige beauty. ELC is the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in approximately 150 countries and territories. Infused throughout the organization is a passion for creativity and innovation — a desire to push the boundaries and invent the unexpected — as we continue the bold work of the company’s founder Estée Lauder.