Specialist Customer Experience Information US

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 

JOB PURPOSE  

Customer Experience Information Specialist is responsible for facilitating and producing documentation and educational materials to boost the Customer Success Team user experience and ability to respond to sales force inquiries. This role will be responsible for ensuring that Customer Success employees have access to information to driving a strong understanding of Mary Kay products, programs, and tools to support to HER in her business. This will include supporting material such as routine & detailed staff communication & resources, sales force knowledge articles, user guides, integration guides, FAQs, and reference materials. This role also focuses on managing and optimizing customer data, insights and knowledge resources to enhance customer interactions. The roles & responsibilities ensure that customer service teams have access to accurate, well-organized information to improve support efficiency and satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES   

·         Customer Engagement Strategies: Developing scripts, templates and best practices for consistent messaging. Includes both internal (staff) & external (sales force & consumers) materials & resources, including but not limited to, policies & procedures, work instructions, training, chatbot scripts and other communication for omni-channel operations (phone, emails, chat, direct cases, etc.).

·         Knowledge Management: Organizing and maintaining customer support documentation. Partnering with team members in Customer Service, Quality Assurance, Scheduling & Training, Marketing, Sales, Business Tools and other groups for gaining insight and understanding on upcoming products for release or program changes to support the creation, review & approval of necessary or desired resources. Gathers all pertinent data from established department contacts, determines what information is to be communicated, prepares information for distribution, and communicates the information to the appropriate team members.

·         Process Optimization: Enhancing workflows for better customer support with both our internal partners and our external sales force & customers. Responsible for organizing & translating routine & complex data into user-friendly, high-quality documentation text for print and electronic publication. The documentation created will meet applicable standards and should be easy-to-understand. Documentation such as interface text, online help and tutorials and guides intended for use within the Customer Success Team. This will include materials to support new systems or process changes, the updating of existing materials and information required for Sales force support to be shared with the representatives to support their role. Responsible for ensuring the ongoing reviews of Standard Operating Procedures, Work Instructions, and information & resources to ensure that all content is current and up to date. Identifies the need for and assists team members with the updating and scripting for materials and other written and/or online communication pieces to support new processes and procedures. This could include reviewing materials created by team members or helping to determine appropriate platform and resources for specific projects.

·         Customer Insights & Performance Analysis: Working with teams to analyze existing customer feedback and refining communication strategies for accurate and consistent messaging. Gathering insights from customer interactions to improve service satisfaction and working with teams to align knowledge strategies with business goals. Working closely with the quality and service cloud teams to create reports and use data and information to improve the operations of the group.

·         As requested, participates in company sponsored sales force product-related functions, such as Seminar, Leadership, Career Conference, and other sales force events.

·         This job requires on-site work at a Mary Kay facility.