[Hiring] Customer Care Coach @Sally Beauty Holdings

Role Description

The Customer Care Coach is responsible for evaluating, coaching, and training the Customer Care team to ensure high-quality service delivery and customer satisfaction. This role acts as a bridge between management and front-line customer service representatives, both onshore and offshore, driving high performance and fostering a positive, productive team environment.

Responsibilities

• Monitors all agent interactions to assess their current knowledge level, adherence to best practices, scripts, and company policies.
• Creates monthly evaluation reports and provides regular one-on-one coaching and feedback sessions to both onshore and offshore customer care representatives.
• Conducts new hire training and upskilling for both onshore and offshore agents, fostering a positive learning environment that encourages continuous development and high morale.
• Supports agents with questions, policy/procedure approvals, and in handling difficult customer situations by providing strategies for conflict resolution and empathy.
• Collaborates with Customer Care Managers with day-to-day progress of agent skills, any concerns, and general pulse of the team.
• Identifies individual and team skill gaps and develops tailored coaching plans to address those needs.

Qualifications

• High school diploma or GED
• 3 years experience in a customer service support center environment or similar industry; or 2+ years with the company
• Prior coaching or training experience preferred
• Strong communication and interpersonal skills
• Capable to work independently and prioritize tasks with a high level of detail
• Comfortable sharing new or updated information with others, either 1:1 or group setting
• Tech-savvy with an ability to learn new systems and tools quickly
• Knowledge of principles and processes for providing an excellent customer experience
• Strong knowledge of Microsoft Office applications (Excel knowledge a plus)
• Proficient with CRM tools such as Salesforce, Zendesk, or Freshdesk
• Patience, empathy, and a genuine passion for helping others improve.
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Competencies & Attributes

• Intermediate Passionate Learner
• Flexible & Agile Adapter
• Talent Builder
• Effective Communicator
• Team Builder
• Customer Focused Partner
• Strategic Thinker
• Big Picture Thinker
• Results Driver
• Problem Solver & Decision Maker

Working Conditions & Physical Requirements

The work is sedentary and remote. Typically, the associate may sit comfortably to do the work. However, there may be some walking, standing, or bending, carrying of light items such as computer equipment, driving an automobile, etc. No special physical demands are required to perform the work.

Company Description

Our Company is a leader in wholesale and retail distribution of beauty supplies. A business built with a purpose to provide our customers with access to high-quality professional beauty products and exceptional customer service. At our Company, we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us!