Multi-Channel Customer Care Rep- Skin Care

Alta Resources is Hiring!

The Multi-Channel Customer Care Representative position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position primarily responds to customer inquiries and addresses questions via inbound and/or outbound phone calls, email, chat, social media, letter and fax.

Additional duties may include updating reports, assisting in the final testing of new surveys and processes, and some data analysis. This role is responsible to facilitate, analyze, and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.

Other duties may be assigned.

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong written and verbal communication skills. Passionate about delighting consumers:
  Brings “caring” to life in exceptional one-on-one interactions.
• Probes/listens with empathy, then looks for ideas, solutions and resources that resolve consumers’ needs. Adapts communication style to the individual and the situation.
• Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. Always welcoming, genuine and reliable in building relationships, even when multi-tasking. Clever, humorous and direct, in sync with the Gillette persona. Always acts with a “do the right thing” mindset.
• May identify potential sales opportunities with customers regarding their product needs, or up selling related products. Ability to influence outcomes:
  Overcome objections, promote subscription benefits, encourage/enable new sign-ups.
• Handles escalated (sensitive, urgent and particularly unusual) emails or letters by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures. Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
• Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
• Create and update orders with accuracy and a high degree of sales ethics.
• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
• Report any training needs or system error/discrepancies to the supervisor.
• Complete other tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of the Six Sigma methodologies.

• To perform this job successfully, an individual must be…