Sr. Customer Experience Representative
Evolus
3 months ago
Remote friendly (Newport Beach, CA)
United States
Other
Sr. Customer Experience Representative (Non-exempt)
Essential Duties & Responsibilities:
- Respond to complex customer inquiries and escalated issues via phone, email, and other channels.
- Resolve advanced customer, provider, and operational issues through research, analysis, and collaboration.
- Serve as an expert for customer-facing systems and workflows including Salesforce, NetSuite, loyalty programs, subscription management, and order fulfillment.
- Manage order exceptions, shipment issues, account discrepancies, promotional requests, and related operational challenges.
- Assist with monitoring customer rewards and loyalty programs, investigating and resolving escalated concerns.
- Collaborate with Sales, Marketing, Digital, Finance, Medical Affairs, Engineering, Loyalty, and third-party vendors.
- Troubleshoot issues across multiple platforms to ensure timely resolution and continuity of service.
- Participate in process improvement initiatives and recommend enhancements to efficiency and customer experience.
- Share knowledge of systems, processes, and best practices.
- Support special projects and evolving operational processes as assigned.
- Office Location: Newport Beach (hybrid onsite Tuesday, Wednesday, Thursday).
Qualifications & Skills (Required):
- Bachelor’s degree or equivalent work experience.
- 3+ years in customer service/experience/account support or related customer-facing roles.
- Strong knowledge of customer service operations, order management, account maintenance, and issue resolution.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced, collaborative environment.
- Proficiency with CRM/ERP/customer support systems.
- Advanced organizational, time management, and project coordination skills.
- Strong attention to detail and commitment to high-quality customer experiences.
Preferred Qualifications:
- Experience supporting healthcare, medical device, pharmaceutical, or aesthetics.
- Experience with Salesforce, NetSuite, DocuSign, UPS or similar platforms.
- Experience with customer loyalty/rewards/subscription programs.
- Experience in quality assurance or operational excellence.
- Familiarity with cross-functional processes (Sales, Marketing, Accounting, Operations).
Compensation & Benefits:
- $25.77/hour to $32.22/hour; annual bonus eligibility.
- Medical, dental, vision; life insurance; short-term disability; 401(k) match; possible new hire equity/RSUs/stock options/discretionary bonuses; mental health/wellbeing resources; paid time off.
Application Instructions:
- For more information, visit www.evolus.com or email [email protected].
Essential Duties & Responsibilities:
- Respond to complex customer inquiries and escalated issues via phone, email, and other channels.
- Resolve advanced customer, provider, and operational issues through research, analysis, and collaboration.
- Serve as an expert for customer-facing systems and workflows including Salesforce, NetSuite, loyalty programs, subscription management, and order fulfillment.
- Manage order exceptions, shipment issues, account discrepancies, promotional requests, and related operational challenges.
- Assist with monitoring customer rewards and loyalty programs, investigating and resolving escalated concerns.
- Collaborate with Sales, Marketing, Digital, Finance, Medical Affairs, Engineering, Loyalty, and third-party vendors.
- Troubleshoot issues across multiple platforms to ensure timely resolution and continuity of service.
- Participate in process improvement initiatives and recommend enhancements to efficiency and customer experience.
- Share knowledge of systems, processes, and best practices.
- Support special projects and evolving operational processes as assigned.
- Office Location: Newport Beach (hybrid onsite Tuesday, Wednesday, Thursday).
Qualifications & Skills (Required):
- Bachelor’s degree or equivalent work experience.
- 3+ years in customer service/experience/account support or related customer-facing roles.
- Strong knowledge of customer service operations, order management, account maintenance, and issue resolution.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced, collaborative environment.
- Proficiency with CRM/ERP/customer support systems.
- Advanced organizational, time management, and project coordination skills.
- Strong attention to detail and commitment to high-quality customer experiences.
Preferred Qualifications:
- Experience supporting healthcare, medical device, pharmaceutical, or aesthetics.
- Experience with Salesforce, NetSuite, DocuSign, UPS or similar platforms.
- Experience with customer loyalty/rewards/subscription programs.
- Experience in quality assurance or operational excellence.
- Familiarity with cross-functional processes (Sales, Marketing, Accounting, Operations).
Compensation & Benefits:
- $25.77/hour to $32.22/hour; annual bonus eligibility.
- Medical, dental, vision; life insurance; short-term disability; 401(k) match; possible new hire equity/RSUs/stock options/discretionary bonuses; mental health/wellbeing resources; paid time off.
Application Instructions:
- For more information, visit www.evolus.com or email [email protected].