Job Description
Title: Customer Experience & Support Specialist
Location: Greer, South Carolina (In-Office)
Classification: Hourly, Non-Exempt
Position Summary
The Customer Experience & Support Specialist at Lauren Ashtyn Collection serves as a central point of contact for customers, independent contractors, and salon partners within a lifestyle marketing and distribution company specializing in hair extensions and toppers.
This role is responsible for delivering a seamless and elevated customer experience by resolving issues, answering questions, and coordinating support related to orders, products, appointments, and events. While this role does not carry a formal sales quota, the CESS is expected to facilitate phone-based sales when needed to maintain a high-quality customer experience.
Key Responsibilities
Customer Support & Issue Resolution
- Respond to inbound calls and inquiries from customers, stylists, contractors, and salon staff
- Troubleshoot and resolve issues related to orders, products, and fulfillment
- Provide clear, accurate, and professional communication across all interactions
Orders & Product Support
- Assist with order placement, status updates, and tracking
- Guide customers and stylists on product selection and usage
- Maintain knowledge of extensions, toppers, and related care products
Appointment & Event Coordination
- Support scheduling of consultations, services, and events
- Provide details and coordination support for upcoming appointments and brand events
Stylist & Contractor Support
- Serve as a key operational and support partner to stylists and contractors
- Provide guidance on product use, processes, and customer care standards
Inside Sales Support (As Needed)
- Complete sales transactions when inside sales staff are unavailable
- Ensure continuity of the customer experience without unnecessary transfers
- Recommend products aligned with customer needs and brand standards
Documentation & Process Improvement
- Document customer interactions accurately
- Identify trends and recurring issues for continuous improvement
- Support enhancements to processes and customer experience workflows
Performance Metrics (KPIs)
Quarterly bonus eligibility is based on a combination of company and individual performance metrics, including:
- Customer satisfaction and service quality
- Responsiveness and resolution time
- Order accuracy and support effectiveness
- Contribution to team and operational goals
Compensation & Benefits
Compensation Structure
- Hourly Rate: $18.00 – $22.00 per hour (based on experience and qualifications)
- Target Hiring Range: $19.00 – $21.00 per hour
- Quarterly Performance Bonus:
Bonus Plan
Eligible for quarterly bonus based on:
· Individual performance against KPIs
· Team and company performance outcomes
· Customer experience and quality standards
Bonus target range is typically 5% – 10% of base earnings.
Qualifications
Required
- 2+ years of customer service or client support experience
- Strong communication and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
Preferred
- Experience in beauty, hair, or salon environments
- Familiarity with hair extensions, toppers, or related products
- Experience supporting independent contractors or stylists
Core Competencies
- Customer-first mindset and empathy
- Strong listening and communication skills
- Adaptability and sound decision-making
- Attention to detail and organization
- Team-oriented and proactive
Work Environment
- In-office role based in Greer, SC
- Collaborative, fast-paced, customer-focused environment
- Frequent interaction with customers, stylists, and internal teams