Sally Beauty Holdings

Role Description The Customer Success Partner (CSP) serves as the primary virtual support resource for assigned accounts. This role is responsible for delivering high-quality customer experience through proactive communication, order support, product awareness, and ongoing relationship management. The CSP helps ensure customers remain informed, connected, and supported following the transition from dedicated in-salon coverage to a virtual service model. Through consistent engagement and operational support, the role contributes to customer retention, customer satisfaction, and overall account health. Responsibilities - Serve as the primary virtual point of contact for assigned accounts - Build and maintain strong customer relationships through phone, email, text, and virtual engagement - Process customer orders accurately and efficiently while resolving order-related issues - Proactively communicate promotions, new product launches, education opportunities, and business initiatives - Support customer awareness and engagement around company programs, offers, and resources - Partner closely with field sales teams and leadership to ensure continuity of customer support - Respond to customer inquiries related to products, pricing, inventory availability, and account needs - Support customers through service recovery situations and escalate issues appropriately when needed - Maintain accurate customer records and engagement activity within Salesforce - Monitor account trends and identify customer risks, concerns, or support opportunities Qualifications - 3+ years of experience in customer service, inside sales, account management, or related customer-facing roles - Strong communication and relationship-building skills - Ability to manage multiple customer accounts and priorities simultaneously - Highly organized with strong follow-through and attention to detail - Comfortable working in a fast-paced, metrics-driven environment - Proficiency in Microsoft Office, Salesforce and order management systems - Beauty industry experience preferred - Experience supporting customers in a virtual or remote environment preferred Competencies & Attributes - Customer Focus - Communication - Relationship Management - Problem Solving - Adaptability - Execution & Follow-Through - Collaboration - Organizational Agility Success Measures - Maintain strong customer retention across assigned account portfolio - Deliver timely, accurate, and professional customer support and order processing - Achieve established service-level expectations for responsiveness and follow-up - Maintain consistent proactive outreach cadence with assigned customers - Increase customer awareness and participation in promotions, education, and new product launches - Support overall account health through ongoing customer engagement and relationship management - Identify and escalate customer concerns, risks, and service opportunities in a timely manner - Maintain accurate documentation of customer interactions and account activity within company systems - Partner effectively with field teams and cross-functional business partners to ensure seamless customer experience Working Conditions & Physical Requirements This is a primarily virtual/remote customer support role requiring consistent outbound customer engagement through phone, email, and digital communication channels. The role may require periodic participation in team meetings, training sessions, and business reviews.

Role Description The District Manager is responsible for leading the internal and external customer experience to drive sales results and all KPIs. They ensure all company processes and practices are adhered to and maintain a strong level of business literacy about the region and SBH financial position, its midrange plans, its culture, and its competition. - Brand (30%): - Provides leadership to deliver an exceptional customer experience which maximizes sales/KPIs and drives customer loyalty in assigned stores. - Emphasis on both the in-store selling model and a channel agnostic approach to exceed expectations. - Understands the competitive landscape by observing and studying the competition. - Shares insights with relevant business partners and supervisor. - Ensures all brand standards are met such as merchandising, POGs, marketing, back rooms, etc. - People (30%): - Develops and maintains recruitment, training, motivation, and discipline programs to drive results. - Builds and maintains a talent pool of future leaders. - Active on LinkedIn and all digital networking platforms. - Assesses Store Managers to determine talent opportunities and impact on store performance. - Engages direct reports regarding their own strengths and opportunities while leveraging IDP. - Ensures that the Store Managers engage and develop their teams. - Builds strong working relationships with all business partners. - Safety/Loss Prevention (20%): - Ensures the store environment is safe at all times for associates and customers. - Responsible for protecting company assets by ensuring all procedures are followed in store. - Analyzes and utilizes all available reporting. - Ensures stores are compliant with all HAZMAT training and execution. - Operations (20%): - Drives the execution of all company processes through training, management, analysis, and continuous improvement. - Actively manages payroll and other controllable expenses such as supplies, travel, etc. - Ensures all processes to support digital strategies are utilized. - Responsible for Real Estate as it relates to site feedback, relocations, new stores, and store closings. - Utilizes technology and all company tools to drive results. Qualifications - High School Diploma or equivalent; College Degree preferred but not required. - 5+ years’ experience in business, management, and/or merchandising experience. - Requires specialty retail or trade knowledge, problem solving, and driving associate engagement. - Multi-Unit or Big Box Retail Management experience preferred. - Thorough knowledge in selection of top candidates, sourcing, and education. - Thorough knowledge of inventory management strategies, merchandising techniques, and systems. - Ability to plan, organize, lead, and control. - Ability to recognize, analyze, and quantify market trends. - Understanding of assigned store capabilities and growth potentials. - Ability to travel extensively and frequently, including overnights and weekends. Competencies - GROW YOURSELF: - Passionate Learner: Owns personal development, self-motivated, seeks a wide range of inputs. - Flexible & Agile Adapter: Adjusts to multiple demands and effectively responds to new circumstances. - Follow-through/Perseverance: Works independently, prioritizes effectively. - GROW THE TEAM AND CULTURE: - Talent Builder: Builds competent, diverse teams by hiring, developing, motivating, and coaching talent. - Effective Communicator: Expresses information candidly, listens effectively, builds trust. - Team Builder: Develops strong partnerships and engages with associates at all levels. - GROW THE BUSINESS: - Strategic Thinker: Demonstrates vision and broad perspective to drive business performance. - Results Driver: Executes and adapts plans, follows through on commitments. - Problem Solver & Decision Maker: Analyzes information and evaluates alternatives to make sound decisions. Working Conditions / Physical Requirements The work environment involves everyday risks or discomforts which require normal safety precautions typical of offices, meeting and training rooms, retail stores, and commercial vehicles. The position requires some physical exertion such as long periods of standing. Extensive travel required.

Job Title: SR Regional Director (Sally Stores) Candidates must live in the Houston area - Remote based position with travel. “At Sally Beauty Holdings, 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.” Essential Function Drives sales and profit growth by leading a team that enables associates to put the Customers first in our Stores and provides an effective digital experience. Develops a proactive team that is accountable and delivers a shopping environment that meets or exceeds customer expectations, ensures effective execution of Company merchandising and operational plans, and achieves sales and profit objectives. Conducts daily/weekly communication with all Business Partners. Manages expenses to meet or exceed profit objectives. Directs all the assigned activities of a designated region, averaging 10 districts in partnership with LPBP, HRBP and ROBP. Accountable for profit and performance goals set forth by the company. Maintains an effective level of business literacy about the region and SBH financial position, its midrange plans, its culture and its competition. Primary Duties 40% Brand - Provides leadership to deliver an exceptional customer experience which maximizes sales / KPIs and drives consistent customer loyalty in all Districts. Develops leadership to maintain a strong emphasis on both the in store selling model and a channel agnostic approach to exceed expectations. Understand the competitive landscape by observing and studying the competition to learn about current initiatives/strategies. Must provide and share insights with relevant key business partners and supervisors. Ensures all brand standards are compliant within organizational guidelines across every District. Maintains a strong partnership with all Business Partners through discussions and weekly touch bases. Build and nurture a culture of highly engaged associates with leaders to drive passion and commitment for the business that drives results. 30% People - Develops recruitment strategy and pipeline, and training consistently within all Districts to drive results. Always maintains a talent pool of future leaders throughout the Region. Active on LinkedIn, and all digital platforms and social networks, possesses a strong network of external candidates to fill positions when required. Assesses District Mangers to identify talent opportunities which impact District performance. Consistently engages District Mangers in discussions around their own strengths and opportunities through both the IDP and performance review process. Strategically identifies talent opportunities across all Districts; plans for developmental opportunities, anticipates openings. Strong accountability with a succession plan in place. Maintains a strong partnership with HRBP through talent development discussions and weekly touch bases. Maintains a strong partnership with all business partners. - Engage in talent reviews and succession planning, promoting the right talent and building career pathing for high performers. Assessing the development needs from a business perspective and taking ownership and addressing them. 15% Safety/Loss Prevention - Holds all District Mangers accountable that the store environment is safe at all times for all associates and customers. High level of accountability to ensure all policies and procedures are followed consistently within all Districts. Responsible for protecting company assets by ensuring all procedures are being followed within each District as they relate to shrink, damages, banking, hazmat, social distancing etc. Maintains a strong partnership with the LPBP through discussions and weekly touch bases. 15% Operations - Drives the execution of all company processes through training and development at the Store Manager, Area Manager and District Manager level. Consistent performance at all levels of management throughout the Region. Actively manages and leverages payroll and all other controllable expenses. Ensures consistent execution across Region supporting all digital strategies (SFS, BOPIS). Responsible for providing feedback regarding Real Estate opportunities (relocations, new stores, new sites). Maintains a strong partnership with the OBP through discussions and weekly touch bases. ; Knowledge, Skills and Abilities - Excellent oral and written communication skills. - Strategic Thinker/Shape Strategy to ensure execution. - Builds Collaborative/Organizational Relationships. - Focus on Customers Passion for delivering great customer experience. - Strong leadership and management skills. - Engage and Inspire: High energy with a strong sense of urgency. - Organizational Influencer. - Process/Quality Improvement. - Drives Organization success/results. - Ability to lead organizational communication/education. - Ability to quickly adapt and learn. - Financial/Quantitative Acumen. - Develop/enhance talent. - Business acumen. - Earn Trust and build a strong team. - Enthusiasm for the beauty industry and its products. Strong desire to provide the best communication and education possible for the stores. A strong understanding of the competitive landscape implementing Regional segmentation. - Strong and dependable work ethic, with a drive to uphold our Culture of Can Do Previous Experience: - College degree preferred. - 8 12 years in similar or related tasks. - Prior business, management, and merchandising experience. Working Conditions/Requirements: - Ability to travel extensively and frequently. - Available to attend national sales meetings, beauty shows, and sales operations meetings. Competencies The below competencies represent the core of what a District Manager must possess. Passionate Learner: - Seeks out opportunities to learn, applies learnings quickly considering how they will impact their team. - Considers learning important and allocates time, accordingly, utilizes SBH learning tools such as THRIVE and IDPs. Talent Builder - Completes all required activities in the talent development process; Interviews, Performance Appraisals, QPRs, and IDPs. - Creates a diverse and inclusive team, actively encourages input from others and listens. Effective communicator - Is emotionally astute when communicating and authentic to their own style/self; embraces EQ/Emotional Intelligence. - Shares information in a timely manner, always encourages others to express their views and opinions to develop better outcomes. Results Driver - Effective at driving and delivering plans, holds self and team accountable to a high standard to deliver objectives. - Effective with time management, always focusing on the right priorities and uses resources wisely to drive the right result. - Leads and motivates their team, adjusting strategies and plans where needed, demonstrates GRIT with a determination to succeed. Strategic Thinker - Understands how their district impacts the performance of their Region and the company and the associated interdependencies. - Proactively works with peers and other leaders to support action/change, consistently seeks feedback and reviews progress always seeking a better outcome. - Add comment(s) around risk mitigation and future state. Problem Solver Decision Maker - Able to consume relevant data and information to understand business issues and makes recommendations and takes action. - Considers the importance and impact of decisions against relevant factors including costs, risks, volume of work and impact on their District. Working Conditions /Physical Requirements The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The position requires some physical exertion such as long periods of standing. Extensive travel required. Benefits In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount! Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability. #LI-Remote

Role Description As a Customer Care Representative Tier 2, you will handle more in-depth or complex issues that our offshore or tier 1 support isn’t equipped to handle. You’ll have access to more tools and information to help resolve inquiries efficiently. You’ll provide high-quality service and troubleshoot issues in depth to ensure customer satisfaction. This role requires strong problem-solving abilities, technical aptitude, and a customer-first attitude. Responsibilities - Communicates professionally and empathetically via phone, email, chat, text, case, and social media, answering customer questions, resolving issues and complaints. - Handles customer inquiries or workflow processes that the offshore team or tier 1 roles cannot resolve. - Provides backup support to offshore team in other areas and on an as-needed basis. - Identifies and reports recurring issues and trends to leadership. - Adherence to company policies, procedures, and service level agreements (SLAs). - Accurately updates customer records and provides detailed documentation of all actions taken in the CRM system. Qualifications - High school diploma or GED - Minimum of 2 years' experience in a customer service support center environment; or 1+ years with the company - Minimum typing of 50 words per minute with 95% accuracy - Comprehensive spelling and grammar skills - Active listening to fully understand customer needs before responding - Navigate and use multiple systems efficiently and while assisting a customer - Comprehensive knowledge of computers and mobile devices - Tech-savvy with an ability to learn new systems and tools quickly - Knowledge of principles and processes for providing an excellent customer experience - Stay updated on changes and apply them to real-time customer interactions - Escalate only when necessary and provide complete documentation when doing so - Working knowledge of Microsoft Office applications - Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk preferred but not required - Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays Competencies & Attributes - Passionate Learner – actively learns; asks questions to gain further understanding; open to feedback; applies learning to role; considers learning important and completes when assigned - Flexible & Agile Adapter – open to change, works well with little direction and finishes the task, keeps calm under pressure and doesn’t dwell on the past - Talent Builder – shares knowledge with others, considers how to include others to problem solve and gain knowledge, looks for ways to acknowledge and motivate others - Effective Communicator – can articulate well when sharing information, self-aware of impact and style when communicating to engage others, asks questions and listens - Team Builder – works well with others, collaborates with a wide number of associates/teams, acts humbly when a part of a team and understands the importance of including others - Customer Focused Partner – understands the customer and shares insights, values the customer and eager to make a positive impact, holds self to a good standard of customer service - Strategic Thinker – brings new, strategic ideas to the team, actively supports strategic plans, provides additional ideas to drive improvements - Big Picture Thinker – understands how the team operates, knows how decisions could impact other teams - Results Driver – holds self to a good standard of work and delivery, manages own time and focuses on the right priorities, self-motivated, adapts easily, demonstrates grit - Problem Solver & Decision Maker – uses the right information to make decisions and take action with others to solve problems, uses good judgement to make prompt yet balanced decisions 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. Benefits - Competitive salary and outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. - In-house salon with complementary services and a varied selection of food options at our corporate campus. - Onsite store, where associates enjoy a great merchandise discount.

SR Market Manager 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 This position is primarily responsible for the execution of the company’s real estate strategies in assigned business region, working directly with our broker network to identify, negotiate, and execute leases for new stores, relocations, and expansions. This position must leverage a large quantity of data and analytics to develop sound strategies, working with both internal and external resources to align on market recommendations. This position must carefully coordinate lease renewal terms to align with lease expirations on relocating stores to limit risk of operations and minimize overlapping lease terms. The position can initially expect to produce 25-30 real estate transactions annually, depending on available capital and business conditions, eventually ramping up to 40-50 deals per year. Provide leadership, mentoring and training to team members, being the subject matter expert in real estate transactions and strategic market development strategies. The position will play a significant role in the expansion of our new store concepts, developing market entry strategies that secure high profile, high traffic locations as we expand the brands. Provide support to the asset management team on renewals with market data and occasionally negotiate lease renewals when needed. Responsibilities 20% Partner with the Market Planning Analyst and Analytics partners to develop strategic plans for all major markets in assigned region for Sally, BSG, and Happy Beauty Co. targeting store closures, relocations, and identify top quartile opportunities for new stores. 20% Work directly with in-market real estate brokers to execute on our strategic plans with a focus on stores with higher average store sales and profitability potential. Tour markets with brokers and business partners to validate strategies while meeting directly with landlords to advance negotiations and secure locations. 10% Utilize Analytics and Market Planning platform to run scenarios in markets to validate strategic plans, utilizing sales forecasts for new stores and relocation targets. 30% Actively negotiate letters of intent with landlords on new stores and relocations, running proformas to validate the highest and best use of corporate capital, securing tenant improvement allowances and other incentives, and secure downside protections. 10% Present all new stores, relocations, and proposed store closings to the Real Estate Committees for approval, communicating the strategy being pursued and all relevant aspects of the deal terms negotiated. 10% Coordinate with the Asset Management Transaction Team and Project Management Team to manage lease renewal terms to align with targeted opening dates for relocations, minimizing overlap and risk to operations Knowledge, skills & abilities requirements - Bachelor’s degree in finance, Real Estate, or related field. - 7-10 years’ experience working in Retail Real Estate, with in-market experience across a broad geographical region. - Must have experience in negotiating letters of intent, including economic terms, legal clauses, and downside protections. - Strong network of landlord contacts, regularly attending national and regional ICSC deal making conferences, maintaining relationships with key players with our larger national landlords. - Travel required to tour markets, coordinate with brokers and store operations partners to review trade area, evaluate existing stores, and validate key site criteria. - Process and analyze a significant amount of data in developing strategies. - Experience working with sales forecasting platforms and demographic data a plus. - Ability to manage multiple transactions simultaneously. - Excellent PC, Microsoft Excel, PowerPoint, and analytical skills Competencies & attributes - Analytical skills- interpret and report on market and consumer data - Must be a self-starter who can work well within various situations (from well defined to unstructured) and proactively identify business improvement areas - Excellent communication skills, both oral and written with all levels of management - Ability to interact at all levels in the organization - Ability to work with others to achieve desired results - Ability to handle confidential information - Ability to work autonomously - Possesses leadership abilities and able to mentor others Working conditions & physical requirements The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lit, heated, and ventilated. The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work. #LI-Remote

Job Title: SR Regional Director (Sally Stores) Candidates must live in the Dallas or Houston area - Remote based position with travel. “At Sally Beauty Holdings, 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.” Essential Function Drives sales and profit growth by leading a team that enables associates to put the Customers first in our Stores and provides an effective digital experience. Develops a proactive team that is accountable and delivers a shopping environment that meets or exceeds customer expectations, ensures effective execution of Company merchandising and operational plans, and achieves sales and profit objectives. Conducts daily/weekly communication with all Business Partners. Manages expenses to meet or exceed profit objectives. Directs all the assigned activities of a designated region, averaging 10 districts in partnership with LPBP, HRBP and ROBP. Accountable for profit and performance goals set forth by the company. Maintains an effective level of business literacy about the region and SBH financial position, its midrange plans, its culture and its competition. Primary Duties 40% Brand - Provides leadership to deliver an exceptional customer experience which maximizes sales / KPIs and drives consistent customer loyalty in all Districts. Develops leadership to maintain a strong emphasis on both the in store selling model and a channel agnostic approach to exceed expectations. Understand the competitive landscape by observing and studying the competition to learn about current initiatives/strategies. Must provide and share insights with relevant key business partners and supervisors. Ensures all brand standards are compliant within organizational guidelines across every District. Maintains a strong partnership with all Business Partners through discussions and weekly touch bases. Build and nurture a culture of highly engaged associates with leaders to drive passion and commitment for the business that drives results. 30% People - Develops recruitment strategy and pipeline, and training consistently within all Districts to drive results. Always maintains a talent pool of future leaders throughout the Region. Active on LinkedIn, and all digital platforms and social networks, possesses a strong network of external candidates to fill positions when required. Assesses District Mangers to identify talent opportunities which impact District performance. Consistently engages District Mangers in discussions around their own strengths and opportunities through both the IDP and performance review process. Strategically identifies talent opportunities across all Districts; plans for developmental opportunities, anticipates openings. Strong accountability with a succession plan in place. Maintains a strong partnership with HRBP through talent development discussions and weekly touch bases. Maintains a strong partnership with all business partners. - Engage in talent reviews and succession planning, promoting the right talent and building career pathing for high performers. Assessing the development needs from a business perspective and taking ownership and addressing them. 15% Safety/Loss Prevention - Holds all District Mangers accountable that the store environment is safe at all times for all associates and customers. High level of accountability to ensure all policies and procedures are followed consistently within all Districts. Responsible for protecting company assets by ensuring all procedures are being followed within each District as they relate to shrink, damages, banking, hazmat, social distancing etc. Maintains a strong partnership with the LPBP through discussions and weekly touch bases. 15% Operations - Drives the execution of all company processes through training and development at the Store Manager, Area Manager and District Manager level. Consistent performance at all levels of management throughout the Region. Actively manages and leverages payroll and all other controllable expenses. Ensures consistent execution across Region supporting all digital strategies (SFS, BOPIS). Responsible for providing feedback regarding Real Estate opportunities (relocations, new stores, new sites). Maintains a strong partnership with the OBP through discussions and weekly touch bases. ; Knowledge, Skills and Abilities - Excellent oral and written communication skills. - Strategic Thinker/Shape Strategy to ensure execution. - Builds Collaborative/Organizational Relationships. - Focus on Customers Passion for delivering great customer experience. - Strong leadership and management skills. - Engage and Inspire: High energy with a strong sense of urgency. - Organizational Influencer. - Process/Quality Improvement. - Drives Organization success/results. - Ability to lead organizational communication/education. - Ability to quickly adapt and learn. - Financial/Quantitative Acumen. - Develop/enhance talent. - Business acumen. - Earn Trust and build a strong team. - Enthusiasm for the beauty industry and its products. Strong desire to provide the best communication and education possible for the stores. A strong understanding of the competitive landscape implementing Regional segmentation. - Strong and dependable work ethic, with a drive to uphold our Culture of Can Do Previous Experience: - College degree preferred. - 8 12 years in similar or related tasks. - Prior business, management, and merchandising experience. Working Conditions/Requirements: - Ability to travel extensively and frequently. - Available to attend national sales meetings, beauty shows, and sales operations meetings. Competencies The below competencies represent the core of what a District Manager must possess. Passionate Learner: - Seeks out opportunities to learn, applies learnings quickly considering how they will impact their team. - Considers learning important and allocates time, accordingly, utilizes SBH learning tools such as THRIVE and IDPs. Talent Builder - Completes all required activities in the talent development process; Interviews, Performance Appraisals, QPRs, and IDPs. - Creates a diverse and inclusive team, actively encourages input from others and listens. Effective communicator - Is emotionally astute when communicating and authentic to their own style/self; embraces EQ/Emotional Intelligence. - Shares information in a timely manner, always encourages others to express their views and opinions to develop better outcomes. Results Driver - Effective at driving and delivering plans, holds self and team accountable to a high standard to deliver objectives. - Effective with time management, always focusing on the right priorities and uses resources wisely to drive the right result. - Leads and motivates their team, adjusting strategies and plans where needed, demonstrates GRIT with a determination to succeed. Strategic Thinker - Understands how their district impacts the performance of their Region and the company and the associated interdependencies. - Proactively works with peers and other leaders to support action/change, consistently seeks feedback and reviews progress always seeking a better outcome. - Add comment(s) around risk mitigation and future state. Problem Solver Decision Maker - Able to consume relevant data and information to understand business issues and makes recommendations and takes action. - Considers the importance and impact of decisions against relevant factors including costs, risks, volume of work and impact on their District. Working Conditions /Physical Requirements The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The position requires some physical exertion such as long periods of standing. Extensive travel required. Benefits In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount! Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, or disability. #LI-Remote

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Care Representative Tier 2, you will handle more in-depth or complex issues that our offshore or tier 1 support isn’t equipped to handle. You’ll have access to more tools and information to help resolve inquiries efficiently. You’ll provide high-quality service and troubleshoot issues in depth to ensure customer satisfaction. This role requires strong problem-solving abilities, technical aptitude, and a customer-first attitude. - Communicates professionally and empathetically via phone, email, chat, text, case, and social media, answering customer questions, resolving issues and complaints. - Handles customer inquiries or workflow processes that the offshore team or tier 1 roles cannot resolve. - Provides backup support to offshore team in other areas and on an as-needed basis. - Identifies and reports recurring issues and trends to leadership. - Adherence to company policies, procedures, and service level agreements (SLAs). - Accurately updates customer records and provides detailed documentation of all actions taken in the CRM system. Qualifications - High school diploma or GED - Minimum of 2 years' experience in a customer service support center environment; or 1+ years with the company - Minimum typing of 50 words per minute with 95% accuracy - Comprehensive spelling and grammar skills - Active listening to fully understand customer needs before responding - Navigate and use multiple systems efficiently and while assisting a customer - Comprehensive knowledge of computers and mobile devices - Tech-savvy with an ability to learn new systems and tools quickly - Knowledge of principles and processes for providing an excellent customer experience - Stay updated on changes and apply them to real-time customer interactions - Escalate only when necessary and provide complete documentation when doing so - Working knowledge of Microsoft Office applications - Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk preferred but not required - Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays Competencies & Attributes - Passionate Learner – actively learns; asks questions to gain further understanding; open to feedback; applies learning to role; considers learning important and completes when assigned - Flexible & Agile Adapter – open to change, works well with little direction and finishes the task, keeps calm under pressure and doesn’t dwell on the past - Talent Builder – shares knowledge with others, considers how to include others to problem solve and gain knowledge, looks for ways to acknowledge and motivate others - Effective Communicator – can articulate well when sharing information, self-aware of impact and style when communicating to engage others, asks questions and listens - Team Builder – works well with others, collaborates with a wide number of associates/teams, acts humbly when a part of a team and understands the importance of including others - Customer Focused Partner – understands the customer and shares insights, values the customer and eager to make a positive impact, holds self to a good standard of customer service - Strategic Thinker – brings new, strategic ideas to the team, actively supports strategic plans, provides additional ideas to drive improvements - Big Picture Thinker – understands how the team operates, knows how decisions could impact other teams - Results Driver – holds self to a good standard of work and delivery, manages own time and focuses on the right priorities, self-motivated, adapts easily, demonstrates grit - Problem Solver & Decision Maker – uses the right information to make decisions and take action with others to solve problems, uses good judgement to make prompt yet balanced decisions 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. Benefits - Competitive salary and outstanding benefits package that includes medical, dental, vision, life insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. - In-house salon with complementary services and a varied selection of food options at our corporate campus. - Onsite store, where associates enjoy a great merchandise discount!