Guest Services Advocate, Customer Service

OVERVIEW

Discover the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life .

At Ulta Beauty, we’re forever imagining. Forever striving. Forever investing in next-gen—with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let’s build brilliant together.

THE IMPACT YOU CAN HAVE:

This position will be the single point of contact for the internal Guest Services partners/leadership teams (Supply Chain, Loss Prevention, Ecommerce, Marketplace, Loyalty, Store Ops, Social Media and so forth) providing visibility to Voice of 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.

YOU'LL ACCOMPLISH THESE GOALS BY:

• Provide support to key departments (e.g. Supply Chain, Loss Prevention, Ecommerce, Marketplace, Loyalty, Store Ops, Social Media, Corporate Office (Executives) and so forth) 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 Training & Quality team, 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 Subject Matter Expert (SME) as well as support the execution and implementation of new projects
• Marketplace liaison supporting guest escalations between Guest Services and Marketplace Operations and communicating directly with sellers for resolution and post-action activity
• 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 the 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 key focus areas, including Ecommerce, Loyalty, Stores, Marketplace, Social Media, and so forth
• Ensure strong team performance through effective communication and collaboration.
• Maintain deep knowledge of company systems, policies, and processes.
• Own and update the social media knowledge base, response library, and SOPs.
• Participate in weekly reviews and calibrations to stay aligned with performance and trends.

THE ESSENTIALS FOR SUCCESS:

• Associate's degree preferred
• 3 yrs. relevant work experience in customer service
• 1 year retail experience preferred
• Knowledge of Microsoft Word, Excel, and Outlook required
• Outstanding customer service skills
• Strong verbal and written communication skills with the ability to influence at various levels of the organization
• Strong organizational, problem-solving, and time management skills with the ability to prioritize work to meet competing deadlines or service levels
• Proven ability to work effectively in a team environment as well as independently with minimal supervision
• Desire to be part of an entrepreneurial, high-energy, and fun culture
• 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
• Professional, fast-paced, collaborative team atmosphere
• Travel expectations < 5%
• 24x7x365 operation may require on-premises or remote work on the weekends, evenings, and holidays

#LI-Hybrid

#Hybrid

The position is located at our headquarters in Bolingbrook, IL

The pay range for this position is $54,900.00 - $70,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. For additional information concerning our benefits, visit our Benefits and Career Development page:

ABOUT

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.