Bilingual Sr Rep Career Car Services US

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Sales Dev
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440 Total Views

Company Overview

Looking for a career where you can make a difference? At Mary Kay we are committed to enriching the lives of women and their families around the world, we offer careers with unlimited opportunities to do something beautiful every day. More than 5,000 employees work in locations around the world. They provide the products, marketing and other support to millions of Independent Beauty Consultants (IBCs) who work as independent contractors, selling our products directly to consumers in nearly 40 markets on five continents.

We are a company that believes in our people and cares for them with truly exceptional benefits. We offer:

  • A comprehensive health plan which includes medical, dental, and vision with low premiums
  • 401(k) plan
  • A generous profit-sharing program
  • Free access to on-site fitness center and on-site clinic

Team US

 “Team US” is what we fondly call employees whose work directly supports the Independent Beauty Consultants in our legacy Mary Kay Market.  The U.S. market is where Mary Kay Ash’s dream became a reality. As a member of Team US, you will find opportunities to directly support the sales force in Sales, Marketing, IT, Finance and HR.  Our teams create the magic for the beauty consultants – from spectacular events and world-class education and motivation to packing and distributing our wonderful Mary Kay® products – the possibilities for a meaningful career are endless.

JOB PURPOSE    

Works with all levels of the sales force through in/outbound calls to educate them on the Career Car Program and Career Car Insurance Program, motivate/inspire to reach their goals, celebrate accomplishments, communicate with empathy when appropriate and provide counseling. Coordinates with leasing companies, other department team members and maintains a high level of operational awareness to ensure the highest level of customer service.  Responsible for monthly/quarterly tasks and projects.  Assists department management by coordinating phone queue coverage, monitoring call volume and training new Customer Service Representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES     

  1. Responds to incoming calls from all levels of the sales force regarding the Career Car and Career Car Insurance programs through interpretation, administration and granting exceptions within established guidelines as they apply to their specific situation to ensure information is communicated accurately and decisions regarding exceptions are consistent and administered fairly. Utilizes own judgement to determine if a situation warrants escalation to management or a specialist. Takes every opportunity to motivate and inspire each caller to achieve their goals and celebrates their accomplishments. Counsels car qualifiers concerning more complex, unusual, or irate questions by exercising discretion, setting incremental improvement goals, utilizing appropriate amount of empathy and own experience/judgment. Researches computer data bases regarding car qualification, co-op payments, cash compensation, vehicle delivery and reimbursements, insurance fees, vehicle prices, accidents, repair and warranty, violation fees and 1099 income.
  2. Contacts leasing companies, delivering dealers, insurance carriers, collision repair shops and internal staff such (e.g., Sales Development, Risk Management, Consultant Records, and Finance) to follow up and obtain answers to independent sales force questions.  Pulls and researches caller’s history from corporate correspondence and manual filing system. 
  3. Enters new and/or updates existing data in computer system to document conversations and actions taken with each independent sales force member.  Initiates correspondence to other department team members, other Mary Kay departments and vendors to ensure necessary action will be taken.  Records type of call using activity codes and/or corporate correspondence system.   
  4. Assists Supervisor in the coordination of the daily activities of all Customer Service Representatives.  Monitors the activity of the phone system to maintain a high level of customer service.  Assists in training and development of representatives by coaching representatives through situations such as car delivery delays, insurance claims, maintenance, leasing company or dealer problems.  Handles escalated calls from Career Car Representatives. 
  5. Works monthly/quarterly assigned tasks and projects that support other department functions, effective execution of the Career Car Program, educates the sales force and communicates tight deadlines. 
  6. Stays abreast of all Career Car Program and Career Car Insurance Program updates. Develops and maintains an understanding of the Mary Kay business model and Career Path. Cross trains with all operations staff to ensure department objectives are met. 

KNOWLEDGE, SKILLS AND ABILITIES    

Education 

High school diploma or equivalent plus

Experience

6 years of customer service experience with at least two at Mary Kay Inc. in order to make judgments, tactfully solve independent sales force problems, and coordinate with and obtain action from third parties.   

  1. Must be able to speak clearly and use good grammar to communicate effectively via telephone while accessing computer terminal to respond to upper level members of sales force regarding car problems and questions. 
  1. Must have excellent interpersonal skills in order to work well with and for others within the department and Company.
  1. Bilingual skills required.  Must be able to communicate (verbal and written) in both Spanish and English.
  1. Must be able to pass basic math test including addition, subtraction, multiplication, division, decimals, and percentages required in order to calculate monthly and quarterly team/unit production.
  1. Must be able to type 30 to 40 wpm to prepare letters and to type notes into correspondence system.  Good manual dexterity is required to frequently type at computer keyboard and obtain, replace and write notes in files.  Must be PC literate, able to utilize the Internet, and be familiar with Microsoft applications.

 

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