People and Guest Representative

Location: United States

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Requisition Number: 1464

Position Title: HELP DESK ASSOC

External Description:

Hair Cuttery Family of Brands is looking for a Guest and People Representative to be our first line of support for our Employees and Guests. Support our salon professionals and guests by Phone, Slack and tickets. Monitor networks, phones and POS system to ensure salons are able to operate. As a Guest and People Representative, you’ll answer incoming calls from Hair Cuttery Family of Brands employees and guests, assisting them with issues at hand. Monitoring network map for outages. Troubleshoot POS systems through a Remote environment and monitor and interact with live chat.


  • Flexibility in scheduling is required to assist Representatives with meeting and maintaining Hair Cuttery Family of Brands standards.
  • Nights and weekends may be required.
  • Assist with the daily work flow of the Support Center
  • Understand Hair Cuttery Family of Brands processes and procedures and the use of Knowledge base (K-base).
  • Report K-base issues to Manager: missing information, unclear instructions, and inaccuracies.
  • Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on internal and external customer satisfaction.
  • Perform other duties as assigned
  • Maintain a positive and result driven attitude.
  • Answer Incoming calls
  • Preform interactive Live Chats
  • Make outgoing calls to support case resolution
  • Monitor Network Map.
  • Make outgoing calls to phone and internet providers to open Trouble Ticket and check status until resolved
  • Check for reoccurring issues that might resemble an outage and /or identify issues that impacts normal business flow.
  • Run predetermine reports and alerts by Manager on daily basis
  • Deliver service and support to end-users using phone software, via remote connection or over the Internet
  • Create, update and resolve tickets accurately
  • Check and respond to email as needed daily.
  • Read and understand all communications vehicles to support caller and chatter experience
  • Adjust Front end messaging as needed
  • Perform other tasks as assigned
  • Use tools provided to resolve Tickets per company guidelines


  • High school diploma or equivalent
  • ITSM software experience is a plus
  • Customer Service experience preferred
  • Help Desk/Call Center experience is preferred
  • Computer/keyboard/printer, multi-line phone, copier and fax. Proficient in Microsoft Word and Excel.
  • Experience using or supporting Microsoft Windows
  • Experience using and supporting PC hardware, Phone and Data Lines.
  • A+, Net+, Help Desk Tech Certification, a plus but not required.



Community / Marketing Title: People and Guest Representative

Company Profile:

Hair Cuttery Family of Brands (HCFB) is the official home of Hair Cuttery®, Bubbles ® and CIBU®. As a multi-brand company of hair salons and professional styling products, HCFB provides an affordable indulgence for all. Putting our stylists at the heart of our business allows us to embrace a hospitality-driven approach to hair care.

After relaunching in 2020 with a mission to create human connections by giving the confidence of style, our company empowers thousands of Salon Professionals to deliver exceptional Guest Service. HCFB continues to transform the beauty industry by adopting tech solutions that personalize the Guest experience inside and outside of the salon. We are the everything hair experience for the entire family. 

We are committed to providing the support you need to succeed! And, as a competitive, evolving business, our people have confidence in a future with us. At HCFB, you have the opportunity to control how much money you earn and your quality of life while working in a caring, family environment. Whether you are a new beauty school graduate or an experienced Stylist with a book of loyal clients, we offer a place to build the career of your dreams.





Location_formattedLocationLong: REMOTE, Virginia US

CountryEEOText_Description: US EEO Verbiage