What are the responsibilities and job description for the Customer Service Specialist Full-time (Mornings) position at Melaleuca, Inc.?
Answers Customer Service calls in a professional and courteous manner. Solves all issues with the purpose of creating complete customer satisfaction, taking every opportunity to show the customer their value to the company.
Essentail
- Develops a positive line of communication with customers and leadership.
- Maintains a professional and courteous manner when interfacing customers.
- Records notes related to every call taken in customer log files in detail. Read logs before finding resolution.
- Forwards logs pertaining to shipping problems, customer concerns, and requests to appropriate department, service group, or individuals.
- Reships products lost by carrier, damaged or items missing from the order by verifying the actual order and completing a reship invoice.
- Refunds issues on customers’ accounts.
- Contacts customers regarding address issues resulting in returned parcels.
- Reclaim product sent in error, and issuing prepaid postage labels.
- Answers basic customer questions related to company products and services.
- Assists other departments with product returns, shipping problems, and credit issues.
- Transfers specific customer request calls to appropriate department, service groups, or individuals.
- Applies policies uniformly and consistently by correctly interpreting problems and determining resolutions.
- Tracks UPS, DHL, Canada Post, and International Bridge Shipments.
- Customer Retention
- Manage time on and off phones with “Not Ready” time
- Completes new customer phone enrollments by accurately and courteously obtaining and verifying customer information.
Additional
- Assists Customer Care during heavy call periods.
- Assists other departments in completing month end tasks.
- Performs other duties as assigned or needed
Essentail
- Exceed average performance on Quality Development and Score Card.
- 10 key touch.
- Supports Customer Care standards and goals as determined by Customer Care Managers and Coordinators. (i.e. Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurements Standards.)
- Attend regular Melaleuca trainings as determined by Customer Care Managers and Supervisors.
- Typing 40 wpm.
- Ability to analyze and solve problems.
- Interpersonal and customer relation skills.
- Ability to work under stress.
- Communicate effectively with individuals in person and by phone.
- Ability to work independently and professionally.
- Ability to perform the essential duties and responsibilities with efficiency and accuracy.
- Sit with intermittent walking.
- Work overtime as needed.
- Shifts at month end can be 12 hour shifts with 30 min lunch breaks
- Potential to work 1 day for 10 hours, following day for 12 hours, following day for 10 hours, and additional day 9 hours with 30 min lunch breaks
- Potential to work 6 days a week
- Average personal break time is 3 mins per hour worked
- Headset worn over ears and attached to the desk phone
- Ability to stand at the desk, but the desk height can’t be adjusted, the chair can be adjusted
- Required to attend training lasting approximately 4-6 hours with break times scheduled
Benefits:
Health Insurance, 401K Plan, Paid HolidaysSalary : $36,010 - $51,069