Position Description
The following job description outlines the primary responsibilities and expectations of this position. It is intended to describe the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign additional responsibilities as business needs evolve.
Primary Objective:
Deliver exceptional customer service while providing administrative and operational support to both the Customer Care and Education teams. This position serves as the primary administrative resource for education requests, attendee management, and education event administration while also supporting Customer Care initiatives. The role ensures education requests are accurately documented, attendee information is maintained, education materials are prepared and distributed, and customers receive an exceptional experience throughout the education process.
Position Summary:
The Customer Care & Education Support Specialist serves as a key operational partner to both the Customer Care and Education teams. This position supports the administrative processes associated with education programs from the initial salon request through post-event administration while also assisting salons with general Customer Care needs.
This role is responsible for gathering the information necessary to initiate education requests, maintaining accurate attendee records, supporting event registration and administration, preparing education materials, and providing operational support that enables the Education team to successfully coordinate and deliver classes.
Success in this role requires exceptional organizational skills, attention to detail, strong communication abilities, and the ability to manage multiple priorities while providing an outstanding customer experience.
Customer Care Responsibilities:
- Respond to customer inquiries via phone, email, and text while delivering an exceptional customer experience.
- Assist salons with product orders, promotions, launches, account maintenance, Concept Benefits, Salon A-Commerce enrollment, Aveda Pure Privilege, and other customer support programs.
- Resolve customer issues from initial contact through completion while partnering with internal departments as needed.
- Maintain accurate customer information, activities, and cases within Salesforce, Neill 4, and other business systems.
- Promote Neill products, promotions, education opportunities, and business programs when appropriate.
- Support Customer Care initiatives, special projects, and new salon onboarding activities.
Education Responsibilities:
- Serve as the primary administrative support resource for the Education team.
- Receive education requests from salons, gather the required scheduling information—including preferred dates, class times, participant counts, and class objectives—and create Education Cases in Salesforce before transferring them to the Education team for class coordination.
- Review education requests for completeness and accuracy prior to routing them to the Education team.
- Create, maintain, and update education-related cases and documentation within Salesforce.
- Enroll attendees into education classes and events using the online registration platform.
- Process attendee cancellations, substitutions, transfers, and class refunds in accordance with company procedures.
- Review and update attendee information prior to each class to ensure accurate contact information, salon affiliations, and event registration details.
- Update attendance records following each education event to ensure accurate reporting and customer history.
- Print class manuals, attendee packets, sign-in sheets, certificates, name badges, and other education materials.
- Prepare, package, and ship education materials, product kits, and classroom supplies to support scheduled education events.
- Track outgoing shipments to ensure education materials arrive before scheduled classes.
- Assist with attendee registration administration for Owners Forums, Serious Business, Elevate, virtual education programs, and other company-sponsored education events.
- Maintain proficiency in the company's education registration platform, Salesforce, and related systems to ensure accurate education administration and reporting.
- Support onsite and virtual education events as requested.
- Perform additional education administrative and operational duties as assigned.
General Responsibilities:
- Partner closely with Sales, Education, Distribution, Accounting, Marketing, and other internal departments to support company initiatives.
- Support special projects and initiatives that contribute to the success of the Sales & Education organization.
- Maintain a high level of professionalism and confidentiality while delivering exceptional customer service.
- Perform other job-related duties and responsibilities as assigned.
General Requirements:
- Demonstrate a commitment to the Aveda Mission and Neill's core values by providing exceptional service to customers and internal partners.
- Adhere to all company policies, procedures, and confidentiality requirements.
- Maintain a professional, positive, and customer-focused attitude in all interactions.
- Participate in departmental meetings, company training, and professional development opportunities as required.
- Maintain a working knowledge of company products, promotions, education programs, business systems, and operational procedures.
- Adapt to changing business priorities and support departmental initiatives as needed.
- Demonstrate exceptional organizational skills and attention to detail while managing multiple education events, registrations, and administrative priorities simultaneously.
- Perform all duties in a manner that supports teamwork, operational excellence, and the overall success of the Sales & Education organization.
Supervisory Responsibilities:
This position has no direct supervisory responsibilities.
Physical Demands:
The physical demands described here are representative of those an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
While performing the duties of this position, the employee is regularly required to communicate with customers and coworkers by phone, video conference, and in person; sit, stand, walk, reach, bend, and use hands to operate computers and office equipment.
This position is located on the second floor of the Hammond corporate office. Employees must be able to regularly ascend and descend stairs, as elevator access is not available.
The employee may occasionally lift, carry, package, and move boxes of products, educational materials, shipping supplies, event equipment, or office materials weighing up to 50 pounds. Assistance or appropriate equipment should be used when lifting heavier items.
Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus while working with computers and printed materials.
Work Environment:
Neill recognizes the importance of maintaining a healthy work-life balance. This position is eligible to work remotely one (1) day per week, subject to business needs and management approval.
To support daily operations, the following expectations apply:
- Customer Care team members are expected to work from the Hammond corporate office a minimum of four (4) days per week, with one approved remote workday.
- Unless otherwise approved by management, all Customer Care team members are expected to work from the Hammond office on Mondaysto participate in team meetings, training sessions, and weekly operational planning.
- Additional in-office days may be required to support business needs, product launches, customer events, training activities, departmental projects, or staffing requirements.
- Remote work schedules are subject to change based on operational needs and may be modified or suspended at management's discretion.
The work environment is primarily an office setting utilizing computers, telephones, and standard office equipment. This position also requires periodic work in warehouse, education, event, and salon environments to support departmental initiatives and customer needs.
Neill reserves the right to modify remote work schedules or require full-time in-office work based on business needs.
DISCLAIMER:
The statements contained in this job description are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, qualifications, or skills required.
Management reserves the right to modify, assign, or reassign duties and responsibilities, or amend this job description at any time, with or without notice, to meet the changing needs of the business.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
