Client Experience & Inside Sales Representative
THE LAUREN ASHTYN COLLECTION
Inside Sales • Customer Service • Product Guidance
- Location: Greer, South Carolina (In-Office)
- Classification: Hourly, Non-Exempt
- Reports To: Sales Director
- Direct Reports: None
Position Summary
The Client Experience & Inside Sales Representative is a key client-facing role in our Greer office. This person sits at the intersection of sales and service for a lifestyle brand specializing in hair toppers, extensions, and haircare. They work inbound leads, guide clients to the right product by phone, text, and email, and handle customer calls, texts, and support tickets.
The through-line is the client. Whether someone is calling about an order, texting a product question, or deciding which topper is right for them, this role is who they talk to. It takes strong product knowledge, patience on the phone, and the organization to keep many conversations moving at once. Salon sales experience is a plus; a cosmetology license is not required.
Key Responsibilities:
Product Guidance
- Guide clients by phone, text, and email to the right topper, wig, or extension based on their coverage needs, hair type, and lifestyle.
- Help clients narrow down color, length, and cap options using product knowledge, photos, and company color-matching resources.
- Refer clients who need a hands-on fitting, color match, cut, or blend to a stylist or an upcoming Tour event.
- Explain how to place, wear, and care for product at home.
- Follow up with clients who need time to decide.
Inside Sales
- Work inbound leads and inquiries from the office.
- Enter and process orders accurately, including color, length, and cap details.
- Follow up on open quotes, unfinished carts, and clients who asked to be contacted later.
- Suggest add-ons and haircare where they genuinely fit the client’s needs.
- Reach back out to past clients about replacements, refreshes, and reorders.
- Log every lead and inquiry in the correct system, no matter which channel it came in on, so nothing is worked twice or dropped.
- Keep lead status and the next follow-up date current so the pipeline reflects reality.
- Keep client notes and order history current so the next conversation picks up where the last one left off.
Customer Service
- Handle incoming calls, texts, emails, and support tickets.
- Work through order questions, product concerns, returns, and exchanges in line with company policy.
- Communicate with clients about backorders, shipping problems, and delivery issues, and stay with the issue until it is resolved.
- Answer wear and care questions after the sale.
- Loop in the right department when a situation needs someone else to act, and keep the client informed while it is being handled.
- Log every support issue as a ticket in the correct system, including the ones that come in by phone or text, so there is a record and a history.
- Note the resolution, along with any order or product details, on the ticket before closing it.
- Keep tone and verbiage consistent with the brand, especially on difficult conversations.
Cross-Department Coordination
- Work with Shipping & Logistics on stock availability, backorders, and order timing before making a promise to a client.
- Flag recurring product, sizing, or quality issues that show up across multiple clients.
- Coordinate with the Tour team on client referrals to upcoming events and on clients who need a hands-on fitting.
- Share what clients are asking for and complaining about with the team; that feedback is worth more than most reports.
Scope of the Role
This role owns the client relationship across phone, text, email, and ticket channels, from first inquiry through sale and service. In-person fittings, color matching, cutting, and styling sit with our stylists and Tour team. Pricing, inventory and fulfillment decisions, and wholesale accounts sit with leadership and the relevant department.
Priority order matters. Client-facing commitments, including open service issues and scheduled follow-ups, come first; proactive outreach and reorder follow-up fill the time around them.
Performance Metrics (KPIs)
Performance in this role is reviewed against a combination of company and individual metrics, including:
- Sales generated from inbound leads and follow-up
- Lead-to-sale conversion
- Order accuracy: correct color, length, and cap on the first try
- Response time on calls, texts, emails, and tickets
- Resolution of service issues without repeat contacts
- Client retention and reorder rate
- Quality of client notes and record-keeping
- Professionalism and brand consistency in client communication
Qualifications
Required
- High school diploma or equivalent.
- 2+ years of experience in sales, customer service, or a client-facing role.
- Experience selling directly to clients, in person or by phone.
- Strong communication skills, in person and in writing.
- Comfortable working in a customer service system and an e-commerce platform.
- Organized enough to hold multiple open conversations and follow-ups without losing track.
- Genuine patience and empathy. Many clients are dealing with hair loss, and this is not a routine purchase for them.
Preferred
- Salon sales or retail beauty experience.
- Experience with hair toppers, wigs, or extensions specifically.
- Experience in a commissioned or quota-based sales role.
- Familiarity with Shopify and a ticketing platform such as Gorgias.
- Cosmetology license or styling background (a plus, not required).
Core Competencies
- Warm and easy to talk to, especially on the phone
- Quick to learn product details and explain them clearly
- Comfortable asking for the sale without pressuring anyone
- Steady with upset or emotional clients
- Organized across competing conversations and channels
- Discreet; handles sensitive client information with care
- Flexible, and able to shift between selling and service in the same day
Work Environment
- In-office in Greer, South Carolina
- Phone, text, and computer work throughout the day
- A balance of independent and team work: you’ll manage your own queue of leads, follow-ups, and tickets with minimal supervision, while working closely with the Tour Team, Shipping & Logistics, and leadership teams to get clients what they need
- Workload changes with promotions, Tour-driven inquiries, and order volume
Disclaimer and Acknowledgment
This job description describes the general nature and level of work performed. It is not an exhaustive list of duties, and duties may change at any time with or without notice. This job description is not a contract of employment. Employment with the Company is at-will.
The Lauren Ashtyn Collection is an equal opportunity employer. All qualified applicants and employees receive consideration without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.