Customer Experience Advocate

Customer Experience Advocate

At Pivot Point®International, we believe it is our responsibility to evolve hair and beauty education, challenging the status quo. For 60 years, our continual commitment to creating rich educational experiences and developing best-in-class educational content has enabled us to foster over 1 million individuals, on six continents, as they realize sustainable careers within the beauty industry. We know what drives beauty professionals to succeed—what they see as relevant to furthering their careers; we provide education, tools, and a community in which to thrive. Pivot Point International’s philosophy of lifelong learning, combined with our offerings, encourages growth and professionalism in an industry that is built on products and services that help everyone look and feel their best.

We are seeking a Customer Experience Advocate for our Corporate headquarters in Chicago, near O’Hare airport. We are looking for a team-oriented, detailed individual who will be responsible for providing excellent service and support to internal and external customers.

What You’ll Be Responsible For:

• Supporting Pivot Point customers by ensuring accurate order entry, answering, and resolving questions and concerns, trouble-shooting and escalating service delivery challenges accordingly.
• Running applicable reports and anticipating important dates that will affect orders placed to ensure timely processing, delivery, and receipt by the customer.
• Partner with the Business Development team to receive customer orders via telephone, email, and customer portals.
• Anticipate customers’ needs based on class start dates and proactively contact them to ensure orders are placed and received in a timely manner.
• Advise customers of any inventory issues and make recommendations on replacement items if requested products are unavailable.
• Create estimates and quotes for customer’s approval and convert approved quotes into sales orders.
• Maintain open and frequent communication with the Client Success Team to assist in adequate route planning and securing customer appointments to optimize sales.
• Optimize revenue opportunities by suggestive selling for product upgrades, featured products and promotions and up-selling education, kits and hair to contribute to the overall Domestic (US & Canada) revenue targets.
• Create custom school kits.
• Update customer information consistently to ensure proper contacts and support.
• Provide first line support for customers on the company’s learning management system.
• Provide support at industry events for both customers and the Business Development, Marketing, and Experience Management teams.

What will make you successful here:

• I have a natural affinity for learning computer systems and software.
• I amorganized and efficient; able to maintain calendars and juggle deadlines.
• I never let little details slip through the cracks.
• I always keep a full to-do list of what needs to be done and prioritize appropriately.
• I love digging into a problem and figuring things out.
• I am willing to do whatever task is needed of me.

What you bring to Pivot Point International:

• Associate degree or equivalent work experience preferred.
• Experience with customer support, and inside sales in the beauty industry preferred.
• Problem identifier and solver with a strong set of analytical skills.
• Detailed-oriented and highly organized with the ability to handle multiple tasks simultaneously and to meet deadlines in a fast-paced environment.
• Excellent follow-up skills.
• Self-discipline when working independently but also able to work on a team.
• Must have a can do and proactive attitude.

What We Provide:

• Competitive market salary.
• Comprehensive medical, dental, vision and life insurance plans.
• 401k Retirement plan with Company match.
• Company issued technology equipment.
• Continuous learning environment.
• A fulfilling, challenging work experience.
• A chance to change people’s lives.

Pivot Point International is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Work Location: Hybrid remote in Chicago, IL 60631