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CUSTOMER SERVICE REP II

April 24, 2026

<div style="border: none; padding: 0in 0in 1pt;">About Sally Beauty Holdings, Inc.</div>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. <div style="border: none; padding: 0in 0in 1pt;">About the role</div>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<ul style="list-style-type: disc;"><li>Communicates professionally and empathetically via phone, email, chat, text, case, and social media, answering customer questions, resolving issues and complaints.</li><li>Handles customer inquiries or workflow processes that the offshore team or tier 1 roles cannot resolve. </li><li>Provides backup support to offshore team in other areas and on an as-needed basis.</li><li>Identifies and reports recurring issues and trends to leadership. </li><li>Adherence to company policies, procedures, and service level agreements (SLAs).</li><li>Accurately updates customer records and provides detailed documentation of all actions taken in the CRM system.</li></ul> <div style="border: none; padding: 0in 0in 1pt;">Knowledge, skills & abilities requirements</div><ul style="list-style-type: disc;"><li class="ortl-align-justify">High school diploma or GED</li><li class="ortl-align-justify">Minimum of 2 years' experience in a customer service support center environment; or 1+ years with the company</li><li class="ortl-align-justify">Minimum typing of 50 words per minute with 95% accuracy</li><li class="ortl-align-justify">Comprehensive spelling and grammar skills</li><li class="ortl-align-justify">Active listening to fully understand customer needs before responding</li><li class="ortl-align-justify">Navigate and use multiple systems efficiently and while assisting a customer</li><li class="ortl-align-justify">Comprehensive knowledge of computers and mobile devices</li><li>Tech-savvy with an ability to learn new systems and tools quickly</li><li class="ortl-align-justify">Knowledge of principles and processes for providing an excellent customer experience</li><li class="ortl-align-justify">Stay updated on changes and apply them to real-time customer interactions</li><li class="ortl-align-justify">Escalate only when necessary and provide complete documentation when doing so</li><li class="ortl-align-justify">Working knowledge of Microsoft Office applications</li><li class="ortl-align-justify">Familiarity with CRM tools such as Salesforce, Zendesk, or Freshdesk preferred but not required</li><li class="ortl-align-justify">Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays</li></ul><div style="border: none; padding: 0in 0in 1pt;"> Competencies & attributes</div><ul style="list-style-type: disc;"><li>Passionate Learner – actively learns; asks questions to gain further understanding; open to feedback; applies leaning to role; considers learning important and completes when assigned </li><li>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</li><li>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</li><li>Effective Communicator – can articulate well when sharing information, self-aware of impact and style when communicating to engage others, asks questions and listens</li><li>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</li><li>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</li><li>Strategic Thinker – brings new, strategic ideas to the team, actively supports strategic plans, provides additional ideas to drive improvements</li><li>Big Picture Thinker – understands how the team operates, knows how decisions could impact other teams</li><li>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</li><li>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</li></ul> <div style="border: none; padding: 0in 0in 1pt;">Working conditions & physical requirements</div>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.BenefitsWe offer a 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 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-Hybrid

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...