Customer Service

Overview

Answers Customer Service calls in a professional and courteous manner. Solves all issues with the purpose of creating complete customer satisfaction, taking every opportunity to show the customer their value to the company.

• Develops a positive line of communication with customers and leadership.
• Maintains a professional and courteous manner when interfacing customers.
• Records notes related to every call taken in customer log files in detail. Read logs before finding resolution.
• Forwards logs pertaining to shipping problems, customer concerns, and requests to appropriate department, service group, or individuals.
• Reships products lost by carrier, damaged or items missing from the order by verifying the actual order and completing a reship invoice.
• Refunds issues on customers’ accounts.
• Contacts customers regarding address issues resulting in returned parcels.
• Reclaim product sent in error, and issuing prepaid postage labels.
• Answers basic customer questions related to company products and services.
• Assists other departments with product returns, shipping problems, and credit issues.
• Transfers specific customer request calls to appropriate department, service groups, or individuals.
• Applies policies uniformly and consistently by correctly interpreting problems and determining resolutions.
• Tracks UPS, DHL, Canada Post, and International Bridge Shipments.
• Customer Retention
• Manage time on and off phones with “Not Ready” time.
• Completes new customer phone enrollments by accurately and courteously obtaining and verifying customer information.
• Assists Customer Care during heavy call periods.
• Assists other departments in completing month end tasks.
• Performs other duties as assigned or needed.

• Exceed average performance on Quality Development and Score Card.
• 10 key touch.
• Supports Customer Care standards and goals as determined by Customer Care Managers and Coordinators (i.e., Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurements Standards).
• Attend regular Melaleuca trainings as determined by Customer Care Managers and Supervisors.
• Typing 40 wpm.
• Ability to analyze and solve problems.
• Interpersonal and customer relation skills.
• Ability to work under stress.
• Communicate effectively with individuals in person and by phone.
• Ability to work independently and professionally.
• Ability to perform the essential duties and responsibilities with efficiency and accuracy.
• Sit with intermittent walking.
• Work overtime as needed.
• Shifts at month end can be 12 hour shifts with 30 min lunch breaks.
• Potential to work 1 day for 10 hours, following day for 12 hours, following day for 10 hours, and additional day 9 hours with 30 min lunch breaks.
• Potential to work 6 days a week.
• Average personal break time is 3 mins per hour worked.
• Headset worn over ears and attached to the desk phone.
• Ability to stand at the desk, but the desk height can’t be adjusted, the chair can be adjusted.
• Required to attend training lasting approximately 4-6 hours with break times scheduled.