Description
Compensation: $35K - $44K
Forever Living Products, through its group of global companies is the largest grower, manufacturer and distributor of aloe vera products in the world. We strive to create an environment where individuals can, with dignity, be what they want to be - where integrity, empathy and fun are our guides.
Benefits Offered:
A competitive hourly base wage
Health, Dental and Vision insurance
Healthcare spending or reimbursement accounts such as HSAs or FSAs
401K Plan
Paid vacation, holidays and sick days
Job Description
The Customer Care Specialist provides service or product information, solutions and relevant details to customers. They are sociable individuals with a knack for providing professional and clear answers to customers’ requests. They provide specific information regarding the services, products or materials offered by the company. They answer phones, provide troubleshooting information, report and analyze Forever Business Owners’ (FBOs) information and needs, issue billing details and open and close accounts. They are also responsible to upsell/cross-sell and make outbound phone calls to FBO’s and customers with the intent to increase sales and maintain company relationships with current FBO’s and customers. In summary, they are the direct link between a company and its current and future FBOs.
ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS:
Create a positive customer experience on all calls; positively impact the customer’s experience and demonstrate a passion for excellence with respect to treating and caring for customers.
Answer calls and respond to emails in a prompt and courteous manner reflecting a positive, friendly, warm telephone tone and persona.
Actively listen and engage customers in polite and productive conversation to understand their needs and exceed customer’s expectations.
Handle customer inquiries both telephonically and by email when necessary.
Manage and resolve customer issues and complaints timely and professionally with empathy and understanding.
Research required information using available resources.
Assist in training peers on improving customer care support service.
Learn and maintain thorough knowledge of all products and become a product expert; describe products and services; provide customers with accurate product information.
Accurately update existing customer information.
Identify and overcome objections with patience and resolve.
Process orders, forms and applications accurately and efficiently.
Identify and escalate priority issues while showing empathy.
Follow up on customer calls as needed.
Document all call information according to standard operating procedures. Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
Identify opportunities for sales and effectively present key features and advantages of the company products or services. Make outbound calls to individuals with intent to make a sale.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Proactively make outbound calls to maintain close relationships with FBO’s and customers.
Respond to emails and social media messages made to the company.
Maintain regular and punctual attendance at work.
Work cooperatively with coworkers and managers. Be a team player.
All other duties as assigned.
PHYSICAL REQUIREMENTS TO PERFORM JOB DUTIES:
Sit/remain seated for long periods of time, up to 4 hours at a time.
Use a computer, keyboard, dual monitors and telephone with cordless headset.
Operate general office equipment (copier, fax machine, printers, etc.).
Walk/move around building.
Reach forward and overhead.
Turn and twist frequently.
Bend, kneel, stoop and/or squat occasionally.
Able to lift up to 15 pounds occasionally.
Qualifications
Possess a superior breadth of customer care experience and demonstrated knowledge of customer service principles and practices along with a true desire to exceed customer’s expectations.
trong verbal and written communication skills and proper grammar in English, Spanish or other specified foreign language, as well as active listening skills; ability to ‘walk’ FBO or customer through sales or service processes.
Strong interpersonal, organizational, decision making, problem solving and analytical skills and abilities to effectively analyze and resolve issues.
Professional upbeat telephone voice and etiquette.
Pleasant, outgoing, proactive, positive demeanor including ability to build rapport with customers. Self-motivated, goal oriented, dependable, high energy level, sales driven with perseverance.
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for customers.
Ability to learn and maintain a thorough knowledge of the service or product and be able to describe its functions, features and details to FBO’s.
High proficiency with a variety of computer software and hardware components.
Good data entry and typing skills (45+wpm).
Sound ability to work effectively in a high-volume environment.
Knowledge of sales principles and methods.
Solid attention to detail.
Ability to build positive rapport with customers.
Flexible thinker.
Ability to effectively tolerate stress.
Ability to persuade potential customers to purchase product(s) and/or service(s).
Problem solving skills and ability to effectively analyze and resolve issues.
Professional presentation and appearance.
Self-motivated, goal oriented, dependable, high energy level, sales driven individual with a positive attitude and perseverance.
Able to follow directions, accept constructive feedback and incorporate recommendations into work.
Possess a genuine interest in and enjoys working with clients and developing healthy relationships.
Ability to learn and maintain good knowledge of all company services and products.
EDUCATION AND/OR EXPERIENCE REQUIRED:
High school diploma or equivalent.
One year of bilingual customer service work experience preferred.
Six months of bilingual work experience within a call center or similar environment preferred.
Three to six months of sales (retail, cross sales, up-sell) work experience.
Additional Information
Forever Living Products International, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, genetic information, or any other characteristic protected by federal, state or local laws.