Guest Service Advocate/Customer Service Advocate

Location

Bolingbrook, IL | United States

Job description

OVERVIEW

Experience the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our Marketing team is applying the latest technologies to personalize the buying experience of true beauty enthusiasts—in ways that surprise and delight. Building love and loyalty, one communication, one experience, one brilliant idea at a time. We represent the perfect blend of strategy and creativity. Of tactics and analytics. To make Ulta Beauty a brand guests will advocate for. Growing share of heart. Delivering with disciplined consistency. Whether your deepest passion is for design or content, strategy or data, or some combination of all things marketing, Ulta Beauty will provide significant latitude to explore your talents and passions, with opportunities to stretch and deepen, to grow and build. Truly, the possibilities are beautiful.

THE IMPACT YOU CAN HAVE:

The incumbent in this role will be responsible for and represent Guest Services internal customers: Supply Chain, Loss Prevention, Ecommerce, Stores, Loyalty and Social Media as it relates to the customer experience at the Contact Center. This person will provide an efficient two-way communication flow to identify, escalate, and resolve guest impacting issues both reactively and proactively including those that originate from the guest and at the corporate office. This role is responsible for working with all partners to ensure continuous process improvement and provide recommendations to deliver best-in-class guest experience, on our service levels and customer satisfaction goals. This position also provides internal support for high level executive guest complaints by acting as a liaison between our guest and the corporate office executives. 

You'll accomplish this by:

This position will be the single point of contact for the internal Guest Services customers/leadership teams (Supply Chain, Loss Prevention, Ecommerce , Loyalty, Store Ops, and Social Media) providing visibility to voice-of-the-customer, and guest services trends and insights, as well as recommendations and execution on process improvements to positively impact guest experience and satisfaction. They will also manage the escalation process to ensure we provide WOW experiences to our guests while complying with our standard operating procedures and legal requirements to mitigate risk for Ulta Beauty in a 24/7 environment.

PRINCIPAL JOB DUTIES & RESPONSIBILITIES

• Provide support to the Loss Prevention, Legal, Stores, DC’s, E-Comm, Loyalty and Corporate Office (Executives) to resolve guests concerns and issues by assisting with resolution, resources and escalation as well as recommending changes to processes when necessary.
• Provide support and ensure compliance to our policies and SOPs (Standard Operating Procedures) with the field teams, corporate and third-party partners, including the intake of complex issues such as harassment and discrimination and address the issue with the guest and/or escalate to the proper functional area as well as HR/LP/Legal when necessary
• Lead the continuous process improvement process working with the Guest Services Analyst, third party contact center and internal customers to assess trends to identify opportunities and issues and provide solution recommendations and changes to processes when applicable.
• Assist customers by providing excellent customer services on highly escalated issues by being an active listener who can show empathy and patience in a non-scripted environment
• Support Business Development initiatives and contributes by serving as the Guest Services SME as well as support the execution and implementation of new projects.
• Partner with third party contact center and internal business partners to support and ensure targets on overall Service Level Agreements, quality and customer satisfaction are met
• Ensure proper documentation for all communications with third party contact center including proper information is disseminated to all partners related to our extensive knowledge base, FAQs, updates to promotions and products to ensure most up to date information is provided to our specialists and guests, to deliver quality customer service.
• Support accountability and development of specialist and leadership performance by providing feedback to the 3rd party contact center when procedures are not followed correctly and/or to enhance the guest experience.
• Attend cross functional department meetings to proactively identify guest impacting issues and ensure that company decisions are made with a full understanding of how the guest will be affected
• Responsible for monitoring, identifying, assigning level of urgency, escalating guest impacting issues and driving issue resolution in one of four main areas of focus including Ecommerce, Loyalty, Stores, or Social Media.

THE ESSENTIALS FOR SUCCESS:

• Associates degree preferred
• 3 yrs. relevant work experience in customer service
• 1 year retail experience
• Knowledge of Microsoft Word, Excel, and Outlook required. SAP desired.
• Outstanding customer service skills.
• Excellent interpersonal and communication skills.
• Proven problem-solving skills.
• Ability to successfully multi-task.
• Weekend and evening availability required
• Strong leadership, analytical, problem solving and decision-making skills
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

At  Ulta Beauty (NASDAQ: ULTA),  the possibilities are beautiful . Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty’s own private label. Ulta Beauty also offers a full-service salon in every store featuring—hair, skin, brow, and make-up services.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.

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