Customer Service Associate

Customer Service Associate (Field Support)

The primary purpose of this position is to provide exceptional service to Neo Life Independent Promoters. Build long term relationships by providing encouragement, motivation, and support to Promoters, as well as educating Promoters on the essential tools to build their business.

• Process Promoter orders and applications that are mailed, faxed and emailed, with the utmost accuracy and give exceptional service.
• Handle inbound and outbound calls for Distributors with a caring, friendly, positive attitude.
• Research and answer questions through direct/written correspondence.
• Assist Promoters with returned products due to dissatisfaction, defect, etc. and maintain a Quality Control Log that is sent to our local manufacturing plant on a monthly basis of products returns complaints.
• Submit product questions to the Product Management Department, if not able to find the answers in Q&A data base that is available for Field Support.
• Maintain accurate records for reference, e.g.: daily situation logs, referrals log, update association renewals, master file maintenance, 18-month log, log questions from incoming Promoter calls.
• Referrals - assignment of referrals to Director and above and maintaining a log in order to have proper follow-up on all referrals.
• Work with the following departments:
  The Design Team, Product Management Department, International/Recognition, Field Support Center and Warehouse to appropriately respond to Promoter requests.
• Generate calls for promotional contests, surveys and special event changes, etc.
• Month-end close, provide guidance to Marketing Plan Qualification, including contest and incentives.
• Good understanding of the Compensation Plan, contests, events and company philosophy to provide exceptional service.
• Participate in the annual 1099 reporting and research questions from Promoters regarding same.
• Back up support for Promoter Accounts, in daily balancing, credit memos, etc.
• Ability to train new employees on all procedures pertinent to Field Support Department.
• Knowledge of Company for touring Promoters and their new prospects.
• Back up support for Promoter Web specialist that maintains Promoter's own Neo Life websites.
• Attendance and punctuality are essential to this position.
• Special projects as assigned.

• Excellent verbal and written communication skills.
• Must be detail oriented and thoroughness in completing tasks.
• Ability to work effective within a team or independently with minimal supervision.
• Good interpersonal skills; telephone etiquette; and good organizational skills.
• Must possess good keyboarding skills, have PC experience, and familiar with Windows PC applications and MS Offices, which includes the ability to learn new computer system applications.
• Ability to navigate a computer while on the phone.
• Must have the ability to work under pressure in a fast-paced environment while handling multiple tasks, including ability to understand multiple products and multiple levels of benefits within each product.
• Must be dependable and punctual in attendance.
• Ability to work early mornings, late evenings, and weekends, if needed.
• Must be fluent in speaking in Spanish.

• Average ticket time handling
• Customer satisfaction
• Product upsells
• Resolve cases within first interaction

• An associate's or bachelor's degree is a plus.
• Minimum of three years customer service experience.

The physical demands and the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to talk, stand, walk, kneel, bend, pull, feel, reach, grasp, crawl, hear, and/or climb stairs.
• The employee is required sit for extended periods of time and is required to operate telephone and software via computer.
• The employee is required to have the ability to lift or carry up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
• The noise levels are usually moderate.

At Neo Life, we give everyone the power to live healthier and happier lives. We are a world-wide nutrition company operating in over 50 countries and in business since 1958. For over 60 years, generations of families around the world have trusted Neo Life to provide leading-edge formulas that are based in nature and backed by science, using only the finest and safest non-GMO ingredients for nutrition supplements, earth-friendly home care, and organic skin care.

We believe that the right decisions about our bodies and our homes—deciding what to put into them and what to keep out of them—are among the most important decisions of our lives. When it comes to our health, and the health of our…