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Wellness Advocate Online Correspondence Specialist

Swanson Health Products

Fargo, ND | Full Time

$41k-51k (estimate)

2 Months Ago

Wellness Advocate Online Correspondence Specialist

$41k-51k (estimate)

Full Time 2 Months Ago

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Swanson Health Products is Hiring a Remote Wellness Advocate Online Correspondence Specialist

Wellness Advocate Online Correspondence Specialist

Monday - Friday; Every Other Weekend

7:00am - 3:30pm

COMPENSATION: $16.00

SUMMARY

The primary function of this position is to provide exceptional customer service by responding to customer emails and chats in a timely fashion.

ESSENTIAL RESPONSIBILITIES

Process and review all email, SMS and chat correspondences from customers.

Provide successful research resolution to all customer correspondences by replying in a prompt and professional manner via email, SMS and chat.

As a first point of contact, report all website errors or technical problems to appropriate department in order to resolve the problem efficiently.

Adhere to Copy Style guidelines within all email correspondence. Work with Staff Writers, Proofreaders, and Compliance Specialist to ensure consistent use of accepted language.

Assist customers with questions pertaining to their order status, shipping information, product information or billing account information.

Complete all customer care follow-ups in a timely fashion.

Keep abreast of industry consumer issues. Read and file pertinent news and information.

Provide prompt and reliable attendance.

Required to work overtime as needed.

Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

Conducts self in the presence of customers and community so as to present a professional image of SHP.

Marginal Duties

Monitor customer activity on applicable social networking sites, online review forums and respond accordingly.

Process incoming phone orders.

COMPETENCIES REQUIRED

Ability to multitask up to 2 channels concurrently while handling up to 5 correspondences at one time
Ability to understand, read and speak English proficiently
Strong written and verbal skills with knowledge of general writing standards pertaining to letters, online/email communication concepts, practices, and procedures
Proficiency with Mozart
General knowledge of supplement industry
Ability to problem solve
Meticulous attention to detail, commitment to producing quality work, and deadline conscious
Develop and maintain product knowledge. Maintain an 80% or higher test score in product knowledge through the “Bottle of Knowledge” training
Ability to communicate effectively with all levels of personnel

EDUCATION AND EXPERIENCE

High school diploma or GED preferred. Experience in customer service and/or a writing related field. Or; an equivalent combination of education and experience sufficient to successfully perform the essential responsibilities and duties of the job as listed above.

EQUIPMENT AND SOFTWARE