Job Description

COMPANY DESCRIPTION:

Blue Acorn iCi is the only digital consumer experience company combining analytics, eCommerce, content management, and full-service commerce operations. No other company brings together engineers, data scientists, retail experts, designers and strategists to create seamless, memorable and scalable customer experiences. Through our integrated capabilities and unparalleled expertise, Blue Acorn iCi makes content and commerce more effective for legacy brands and digital natives alike, including Le Creuset, Casper, Food Lion, Charter, Ticketmaster, and Panera. Join our incredible team as we successfully deliver extraordinary digital experiences. We are truly a one of a kind company! 

ESSENTIAL JOB DUTIES & RESPONSIBILITIES: Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this position. The below list represents the typical tasks assigned to this job role. They are not intended to be an exhaustive list of all tasks or be requirements for every role.   

• Assists consumers in a professional and courteous manner
• Become the product expert across beauty and skincare, and efficiently respond to customer inquiries
• Answers incoming calls under company guidelines and KPIs
• Proactively sells client’s products and offers up-sell/cross-sells opportunities consistent with training and departmental policies
• Services our customers in a manner that is reflective of our Quality Service & Monitoring guidelines.
• Creates brand awareness while engaging with customers
• Inputs orders into computer following company guidelines and protocol
• Handles and resolves all consumer issues and problems
• Transfers all escalated calls to a coordinator as requested by a customer
• Assure that customers receive courteous and prompt service by being available to take calls/chats/emails
• Works to meet the established performance goals
• Must be able to work on multiple platforms
• Provides on-going suggestions for improvements in programs, systems, and procedures within the Contact Center 
• Summarizes and documents all pertinent customer comments and suggestions 
• Fulfills the attendance and punctuality requirements of the job
• All other duties as assigned

QUALIFICATIONS:

• H.S. Diploma or G.E.D. preferred 
• Prior customer service or office experience preferred
• Familiarity with Beauty Procedures, Services, and products
• A genuine passion for the beauty industry and sharing your knowledge with others 
• Working knowledge of Microsoft Office, including Word and Outlook
• Good organizational and communication skills; pleasant phone manner; clear verbal communication- no slang, excellent grammar, excellent written communication skills
• Weekend availability

Full Time, Non-Temporary Employees enjoy a competitive benefits package that includes medical, dental and vision insurance, life insurance, disability, paid time off, 401(k), and more! Additional perks vary by location.

Blue Acorn iCi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Blue Acorn iCi complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

California applicants: Please click here for CCPA disclosures.

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