Customer Care Consultant

Shortcuts Software

Mar 01, 2017

Website :

Location :

Huntington Beach, CA

Job Type :

Full Time

Company Description :

Shortcuts is the leading global standard in smart salon technology, working with over 14,000 clients worldwide. Our solutions are tailored to suit the needs of our clients – from large franchised chains through to a single site businesses in the hair, spa, school and walk-in industries.

Constantly updating our product to meet the changing needs of the market, our software is supported by the largest research and development team in the industry.

Shortcuts is a subsidiary of Jonas Software, the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage, Attractions & Leisure, Fitness & Sports and Salon & Spa industries. Across these vertical markets, Jonas is the leading technology provider for over 60,000 customers across 30 countries.


Job Description :

A Shortcuts Customer Care Consultant is responsible for the account management of clients. They are responsible for developing and maintaining lasting relationships with existing Shortcuts clients and providing them with solutions to increase their business revenue. This key role is involved in a range of marketing activities and ad-hoc campaigns and projects that require an exceptional customer service throughout the process. Each Customer Care Consultant has assigned territories that they are responsible for.


Working under the direct supervision of the Customer Care Manager, undertake account management duties and responsibilities for existing Shortcuts clients including, but not limited to:

  • Manage inbound and outbound calls from existing Shortcuts clients and provide information, create interest in products and services and complete sale.
  • Assist with customer requests, issues and complaints in a timely and professional manner.
  • Upsell products during inbound and outbound calls.
  • Respond to customer complaints, taking ownership of the query and assisting the customer by offering regular updates on the status of the issue and remain professional, offering a high level customer service throughout the process.
  • Maintain professionalism through all forms of communication.
  • Conduct various outbound campaigns to existing clients, promoting products and services.
  • Maintain regular contact with assigned customers.
  • Use Shortcuts company forms and systems in the correct manner.
  • Develop and work from scripts and a list of contacts to promote the products or services through outbound telephone calls.
  • Record changes to a customer’s contact details on the customer database and record notes and follow-up actions diligently. Ensure that a customer’s data is protected and customer confidentiality is upheld at all times.
  • Liaise with customers regarding business and configuration requirements.
  • Meet sales and general performance KPIs.
  • Accurately input sales data into order forms in Excel.
  • Proactively participate in regular team meetings with department staff.
  • Contribute extra effort and time, outside of office hours if necessary, to ensure the delivery of high quality service and to achieve personal KPIs
  • Promote the Shortcuts company culture and values at all times
  • Adhere to Workplace Health and Safety requirements and policies at all times

  • Experience in a customer service role preferably within the Hair, Beauty and Spa industry.
  • A good understanding of business management software and how this can be applied in business
  • Exceptional written and verbal communications skills.
  • An ability to competently use Word, Excel and CRM systems.


  • Excellent organisational skills
  • A high degree of initiative; able to apply customer service ability to assist customers with their business needs.
  • The ability to work in a fast-paced team environment, adhering to strict deadlines
  • The ability to work independently while effectively managing and prioritising workload
  • A calm and professional approach to diplomatic conflict resolution
  • The ability to present topics and issues clearly and confidently
  • Maturity and confidence
  • A flexible, ‘can do’ attitude
  • A high level of attention to detail
  • Personal focus, dedication and enthusiasm to the task

Is This You?

To apply for this position, submit a resume to Human Resources at:

“An Equal Opportunity Employer”