Customer Experience Representative (Phones Job Eugene Oregon USA,Customer Service/HelpDesk

Position: Customer Experience Representative (Phones)

Compliance Requirement:

This position must always follow Regulatory guidelines, Oregon Tilth policies, Safety procedures, and GMP regulations as well as uphold Sustainability directives.

General Description:

The Customer Experience Representative (CSR) is a full-time, fast-paced position responsible for providing knowledgeable, solution-oriented support to Mountain Rose Herbs (MRH) customers. This role serves as a trusted resource on MRH products, policies, order processes, and customer service standards while resolving customer inquiries with professionalism, accuracy, and follow-through. The position requires strong judgment, efficiency, attention to detail, and the ability to manage competing priorities while working under strict deadlines.

This role is primarily phone service and may include handling 35-70+ incoming calls daily. Responsibilities include taking orders and payments, entering data accurately, answering product and policy questions, researching and resolving customer concerns, documenting interactions, and coordinating with internal departments to ensure timely and appropriate resolutions. Travel to other MRH locations or sponsored events 2-3 times per year may be required.

The starting wage for this position is $18.00/hr.

The schedule for this position is Monday through Friday 7:30am- 4pm

No Remote positions available at this time.

Required skills and abilities:

2-3 years of customer service, client support, or related experience preferred.
Exceptional customer service skills with the ability to manage complex inquiries, challenging customer interactions, and possible escalations.
Strong written and verbal communication skills, exemplified through professional, clear, and accurate articulation.
Strong problem-solving, analytical, troubleshooting, and decision-making skills, with the ability to exercise sound judgment within established policies.
Ability to perform accurate, detail-oriented work while managing multiple priorities in a fast-paced environment.
Demonstrated professionalism, resilience, adaptability, and follow-through when responding to changing customer and business needs.
Ability to quickly learn, retain, and apply product, policy, and procedural information.
Ability to work independently with minimal supervision and collaboratively as part of a team.
Proficiency with Microsoft Office and the ability to learn and navigate multiple business systems, including CRM, order management, and ticketing platforms.
Possesses a basic interest in herbal and natural products and demonstrates strong ability to learn and retain product information.

After initial training period:
Customer Experience Phone Representatives must demonstrate a working knowledge and comprehension in the following areas:

Report to work on time consistently, follow instructions, and respond appropriately to management feedback.

Continue to develop skills, gain additional knowledge, and solicit feedback to improve performance.

Follow MRH procedures and protocols, including policies established for the Customer Service department.

Demonstrate strong familiarity with the MRH website, customer service resources, printed materials, CSR Manual, and information provided during initial and ongoing training.

Serve as a trusted resource for product and policy-related inquiries. Interpret and communicate detailed product information, policies, shipping options, discounts, and order requirements.

Handle the daily workflow of phone calls and call-backs proficiently and efficiently, including meeting the minimum requirement of 35 incoming calls per day.

Investigate and resolve multifaceted customer concerns while balancing customer satisfaction with company policies and operational requirements.

Use databases, business systems, and communication tools effectively, including Batch Master SAP1, Big Commerce, Zoho, Microsoft Office applications, and other business related platforms.

Manage customer issues through to completion, ensuring accurate documentation, appropriate follow-through, and timely communication.

Collaborate with and route inquiries to appropriate departments, including Claims & Returns, Wholesale, Marketing, and Quality Control, to obtain information, resolve customer concerns, and support customer advocacy.

Perform side tasks correctly and efficiently as needed.

Maintain quality, productivity, and standards of customer satisfaction in a fast-paced environment.

Learn new procedures, equipment, technologies, and product lines as needed.

Perform other duties as assigned.

Physical Requirements:

Must be able to sit for periods of time while on the phone and/or performing data entry duties, including typing and using a mouse.
Must be able to perform routine office tasks that may include standing, bending, and/or stooping.
Continual physical requirements include sitting or standing to perform standard office job duties.

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