Company Overview

Looking for a career where you can make a difference? At Mary Kay we are committed to enriching the lives of women and their families around the world, we offer careers with unlimited opportunities to do something beautiful every day. More than 5,000 employees work in locations around the world. They provide the products, marketing and other support to millions of Independent Beauty Consultants (IBCs) who work as independent contractors, selling our products directly to consumers in nearly 40 markets on five continents.

We are a company that believes in our people and cares for them with truly exceptional benefits. We offer:

A comprehensive health plan which includes medical, dental, and vision with low premiums
401(k) plan
A generous profit-sharing program
Free access to on-site fitness center and on-site clinic

Team US

“Team US” is what we fondly call employees whose work directly supports the Independent Beauty Consultants in our legacy Mary Kay Market.  The U.S. market is where Mary Kay Ash’s dream became a reality. As a member of Team US, you will find opportunities to directly support the sales force in Sales, Marketing, IT, Finance and HR.  Our teams create the magic for the beauty consultants – from spectacular events and world-class education and motivation to packing and distributing our wonderful Mary Kay® products – the possibilities for a meaningful career are endless.

Job Summary

Responsible for leading a team of service representatives in a high volume, multi-shift and multifunction service center performing multi-channel interactions including telephone, email and other contact channels across a wide range of service topics including Order Services, Branch Customer Service, Repurchase Program, Prize Customer Service, Special Events, Director Information, Consultant Records, Product Knowledge, Internet and Mobile Support and Consumer Services for the independent sales force and end consumers. Responsible for maintaining knowledge of all sales force programs and promotions to ensure the appropriate communication to team members and that adequate information is available to make the best decisions regarding sales force related matters.

Responsible for leading and directing service center operations to ensure a positive service experience for the Mary Kay sales force and end consumers of our brand. Ensuring the timely and efficient processing of inbound and outbound service calls, orders, agreements, emails, and other contacts through all contact channels in the resolution of sales force inquiries and issues, across all career levels from new Independent Beauty Consultants through National Sales Directors, and end consumer inquiries and issues. This includes handling of escalated calls, returning calls to all levels of sales force and working through issues reported by the agents related to potential system problems, promotions or program changes.
Provides leadership and support to customer success representatives including development, motivation, coaching and recognition to ensure the achievement of individual and departmental goals. Responsible for ensuring that their staff is informed of new and changing promotions and programs to ensure they are properly trained and prepared to employ new technologies, execute changing tasks and resolve internal and external inquiries. Tracks attendance records, completes performance appraisals, addresses performance issues, provides feedback, motivates, counsels and rewards staff. Maintains awareness of activities across the Company that may impact workload or service levels and responds accordingly. Reviews performance reports including volume, cycle time and productivity Continually reviews operational procedures and staffing levels to determine their impact on quality, performance, and productivity goals. Monitors service levels to ensure proper staffing coverage during peak periods. Evaluates frequently changing workload and priorities and partners with Workforce Management to reallocate staffing resources to meet service level and financial goals.
This role is accountable for helping to identify trends and assisting service center managers and assistant managers in the collection and organization of quality feedback data received from the independent sales force and end consumers to ensure consistent delivery of Golden Rule Service. Prepares various statistical reports and provides reports to management as scheduled for action or further analysis. Collaborates across functional lines to improve operational efficiencies and process consistency.
Consistently supports and applies Company policies and guidelines concerning service functions, using judgment and diplomacy. Interfaces on service and system matters with departments including IST, Finance, Legal, Human Resources, Product Quality, Medical Science Affairs, Supply Chain Configuration Management and Inventory Control, U.S. Marketing and Communications, Digital Marketing and eCommerce, U.S. Creative Services, Sales Force Total Rewards, U.S. Event Planning, Sales Force Development, and Sales Education. Reviews and modifies work instructions as they are presented for periodic review, as well as, suggests new work instructions when new procedures are introduced.
Interacts with Training, Workforce Management and Quality Team to ensure the overall readiness of representatives to handle calls and support the sales force. This includes providing feedback on training, discussion of workflow handling and improvements based on quality assessments.
This job requires on-site work at a Mary Kay facility.

Experience:5+ years contact center, or in management, customer service, employee relations and operations.

Education:Bachelor/University Degree

Demonstrated leadership skills and prior experience as a leader preferably in a call center environment
Excellent organizational, communication, and interpersonal skills required to effectively plan, organize and direct day to day work of the Customer Success team and to interact with staff and the independent sales force. Bilingual skills desirable.
Strong knowledge of Company policies, guidelines and Company-wide operations is required to effectively function in all aspects of service operations support.
Must have working knowledge of technologies including: Service Cloud, Ring Central, Customer Relationship (CRM) systems, Workforce Management, Microsoft Office, Internet, and Personal Computer skills.
Ability to utilize courtesy and tact in interactions with department and Company personnel in the exchange of information and identification and resolution of issues.
Ability to represent the Company at various special events, Seminar, and Independent Sales Force functions will be required on occasion.
Must have a good understanding of the industry and Mary Kay Inc. independent sales force.