Customer Service Representative

Job Description

Our client is seeking a detail-orientated Customer Service Representative to join their team! You will be assisting customers/clients with product questions, problems, order inquiries, placing orders, and other customer/client related questions. This position will provide excellent customer service while promoting and guiding clients towards achieving their health and wellness goals.

KEY RESPONSIBILITIES & DUTIES

• Attract potential customers/clients by answering product and service questions, suggesting information about other products and services.
• Educate the customer/client on healthy lifestyle choices, nutrition, exercise, stress management and other wellness topics.
• Opens and maintains customer/client records by updating account information in CRM/database software.
• Place orders via Phone, Mail, E-mail, video, or chat.
• Maintains sales goals by up/cross selling products.
• Resolve product or service problems by clarifying the customer's/client’s complaint, determining the cause of the problem. Select and explain the best solution to solve the problem. Expedite correction or adjustment. Follow up to ensure resolution.

o Via all service channels (case, email, mail, chat, video and phone)

• Inform customers/clients of any pertinent company policies.
• Document all interactions in CRM/database software.
• Fill out appropriate forms including escalation issues.
• Recommend potential products or services to management by collecting customer/client information and analyzing customer/client needs.
• Prepare product or service reports by collecting and analyzing customer/client information.
• Communicate properly with Supervisors or Management regarding any internal or external issue.
• Follow all standards/expectations put forth by management.
• Research answers for customers/clients via website, internet, and internal knowledge database.
• Wear a headset for the duration of shift.
• Perform other duties as assigned.

REQUIRED SKILLS/ABILITIES

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle stressful situations and remain calm under pressure.
• Proficiency with customer service software and CRM systems.
• Perform basic mathematical calculations to assist customers with billing inquiries, product pricing, and discounts.
• Strong organizational skills and attention to detail.
• Ability to work both independently and as part of a team.

EDUCATION/EXPERIENCE/LICENSES/CERTIFICATIONS

• High school diploma or equivalent required.
• Minimum of 2 years customer service experience.

SUCCESS PROFILE

• Friendly, patient, and empathetic.
• Highly motivated, enthusiastic, and proactive.
• Self-sufficient.
• Reliable and punctual.
• Ability to multi-task and adapt to change.
• Strong work ethic and integrity.