Customer Experience Representative - National Accounts

Evolus, Inc. is a performance beauty company focused on providing physicians and their patients with expanded choices in medical aesthetic treatments and procedures. We are seeking an eager, goal-oriented Customer Experience Representative - National Accounts for our Customer Experience team. This individual, under general supervision, will interact with contracted customers to place orders, provide information in response to inquiries about products/services, and resolve complaints in a timely, accurate, and professional manner. In this role, the individual will be responsible for fostering the growth of a strong customer base through creating positive customer interactions and building strong customer relationships. If you are looking for an opportunity to showcase your abilities while growing your knowledge, then look no further! In this role, you will be challenged to drive the success of Evolus to build a brand like no other.

Let's talk about some of the key responsibilities of the role:

• Communicate with corporate accounts during onboarding and account setup.
• Update Sales National Account playbook with Marketing.
• Document new account in Customer Experience Contracted Account playbook with important information regarding the contract.
• Educate the Sales representative on the operation of the new account.
• Place orders timely when purchase orders are received.
• Send confirmation emails when orders are placed or have delivery issues.
• Explain promotions and consumer loyalty programs to practices and sales reps about the contracted account.
• Assist practices with reward-related issues and inquiries.
• Assist practices with delivery and replacement orders.
• Provide white glove service in technical support for Evolus App and portal.
• Assist in setting up 'Find a Specialist' page for practice.
• Provide reports for National Accounts.
• Manage promotional training product and marketing collateral for contracted practices.
• Support National Account leadership with other administrative tasks, approved by Customer Experience Management.
• Participate in events with National Account leadership, if necessary.
• Process all required business transactions with accuracy in all relevant systems (NetSuite, Salesforce, and in-house application).
• Collaborate daily with Sales Representatives, Accounts Receivable, Marketing, Quality/Medical Affairs, and Distribution as necessary to troubleshoot and resolve customer issues, with a positive customer experience at the core of every decision.
• Outbound informational calls to customers and Sales Representatives.
• Gather and document valuable customer information.
• Achieve team and individual departmental goals and objectives.
• Assist with special projects as directed and/or assigned by Management.

Skills and Qualifications Required for this Dynamic Team Member:

• Associate or Bachelor's degree preferred.
• Two + years' Customer Service experience is preferred.
• Communication - Demonstrate friendly and professional phone skills. Ability to communicate effectively, verbally and in writing, with employees, customers, and all other contacts. Ability to adjust communication style to suit situation and audience.
• Multi-Tasking - Ability to assist customers and sales reps by phone, chat, and email in a fast-paced work environment. Ability to prioritize offline workload and provide accurate and timely responses.
• Critical Thinking - Ability to demonstrate strong problem-solving and analytical approach to all tasks.
• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
• Computer Skills - Proficient in Word, Excel, and Outlook. Ability to type at 40 wpm with accuracy. Experience in NetSuite, Salesforce, or another CRM preferred."

A Few Other Items Worth Mentioning:

• Office location - Newport Beach. Hybrid schedule: Monday and Friday remote; Tuesday - Thursday onsite.
• This position reports directly to Sr. Manager, Customer Experience.

Compensation & Total Rewards:

The expected hourly pay for this position is $27.00 - $30.00. Your actual hourly base rate will be determined on a case-by-case basis and may vary based on a number of considerations, including, but not limited to, role-relevant knowledge and skills, experience, education, certifications, and more.

We offer more than just a paycheck, and your base salary is just the start! Stay happy and healthy with our competitive suite of medical, dental, and vision benefits to help you feel your best and be your best. We also provide those benefits you shouldn't have to worry about, from employer-covered life insurance to short-term disability. Take advantage of the 401 (k) match offered by Evolus and let us invest in your future. You may also be eligible for new hire equity and long-term incentives in the form of RSUs, stock options, and/or discretionary bonuses. We offer mental health and wellbeing resources for you to develop skills to find your calm, boost your confidence, and show up as your best self in work and life. Travel or relax and come back feeling refreshed with our flexible paid time off program for exempt employees and a paid time off accrual plan for non-exempt employees. Did we mention the holiday soft closure between the Christmas and New Year's holidays? We have that, too. Additional perks include regularly catered team meals at our Evolus Headquarters, a fully stocked kitchen (Kombucha & Coffee included), and the opportunity to join an organization where our values of Grit, Impact, Fun, and Transparency are displayed daily.

Evolus takes pride in being a company at the forefront of innovation, while being committed to conducting its business with the highest degrees of integrity, professionalism, and social responsibility. We are also committed to complying with all laws and regulations that apply to our business. Employee welfare is no different. Here at Evolus, we don't just work together; we've built a culture of inclusion! Because of this, you'll find yourself immersed in an environment that not only promotes respect, collaboration and team building, but a diverse community. And that's just the tip of the iceberg. Join our team and see for yourself! EOE M/F/D/V. For more information, please visit our website at www.evolus.com.

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