About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

The Customer Care Coach is responsible for evaluating, coaching, and training the Customer Care team to ensure high-quality service delivery and customer satisfaction. This role acts as a bridge between management and front-line customer service representatives, both onshore and offshore, driving high performance and fostering a positive, productive team environment.

Responsibilities

• Monitors all agent interactions to assess their current knowledge level, adherence to best practices, scripts, and company policies.
• Creates monthly evaluation reports and provides regular one-on-one coaching and feedback sessions to both onshore and offshore customer care representatives.
• Conducts new hire training and upskilling for both onshore and offshore agents, fostering a positive learning environment that encourages continuous development and high morale.
• Supports agents with questions, policy/procedure approvals, and in handling difficult customer situations by providing strategies for conflict resolution and empathy.
• Collaborates with Customer Care Managers with day-to-day progress of agent skills, any concerns, and general pulse of the team.
• Identifies individual and team skill gaps and develops tailored coaching plans to address those needs.

Knowledge, skills & abilities requirements

• High school diploma or GED
• 3 years experience in a customer service support center environment or similar industry; or 2+ years with the company
• Prior coaching or training experience preferred
• Strong communication and interpersonal skills
• Capable to work independently and prioritize tasks with a high level of detail
• Comfortable sharing new or updated information with others, either 1:1 or group setting
• Tech-savvy with an ability to learn new systems and tools quickly
• Knowledge of principles and processes for providing an excellent customer experience
• Strong knowledge of Microsoft Office applications (Excel knowledge a plus)
• Proficient with CRM tools such as Salesforce, Zendesk, or Freshdesk
• Patience, empathy, and a genuine passion for helping others improve.
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays

Competencies & attributes

• Intermediate
• Passionate Learner – learns from different situations; asks questions to gain further understanding; receptive to feedback; applies leanings to their role; shares learnings; allocates time to learning; seeks additional responsibility to develop skills and/or support others in learning
• Flexible & Agile Adapter – responsive and positive to change; works well with little direction; looks for solutions to achieve plan/task; keeps calm while under pressure; doesn’t dwell on past
• Talent Builder – shares knowledge and builds skills within the team; actively involved in talent process; considers how to include others to create sense of involvement; invest times as informal/formal coach or buddy; looks for ways to acknowledge, motivate, and value the team
• Effective Communicator – articulates well when sharing information; self-aware of impact/style to engage others; effective in adapting style where necessary; shares information timely; encourages others to express views and opinions demonstrates active listening and uses probing questions
• Team Builder – understands importance of teamwork; shares information; provides support and collaborates with a wide number of colleagues/teams and customers; humble when operating within team; understands importance of collaboration and inclusion
• Customer Focused Partner – demonstrates solid understanding of the customer; uses customer insights to help improve; seeks to improve customer journey/experience; advocate of the customer; holds self (and others where relevant) to a good standard of customer service
• Strategic Thinker – brings new, strategic thinking and ideas to leader/team for consideration; contributes to ensure effective delivery of strategic plans; provides ideas and suggestions to improve upon strategies/plans to improve business performance and/or operations
• Big Picture Thinker – understands how the department and other key departments operate; contributes to and champions change plans to improve processes; knows how decisions could impact other departments
• Results Driver – holds self and team to good standard of delivery; gives ideas on how to make improvements; effective with own/team time management; focuses on the right priority; self-motivated; adapts easily to change and demonstrates grit and determination
• Problem Solver & Decision Maker – uses the right information to make good decisions; gathers and examines relevant information; make recommendations and takes actions to solve problems; considers important/impact of decisions on department/operations and others

Working conditions & physical requirements

The work is sedentary and remote. Typically, the associate may sit comfortably to do the work. However, there may be some walking, standing, or bending, carrying of light items such as computer equipment, driving an automobile, etc. No special physical demands are required to perform the work.

Our Company

Our Company is a leader in wholesale and retail distribution of beauty supplies. A business built with a purpose to provide our customers with access to high-quality professional beauty products and exceptional customer service. At our Company, we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us!