Customer Service Representative - $20

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Customer Service
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Description - External

“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

Responsible for inbound and outbound independent sales force, customer and consumer service conversations or interactions across contact channels including telephones, email, web chat and social media.  Represents the Company in all interactions, presents a positive Company image, and maintains goodwill by performing service-related activities and actively pursuing Golden Rule Service.  Attends Company meetings and trainings and uses presented materials to keep apprised of new promotions, products, and operational systems.  

Essential Duties and Responsibilities

1.    Responsible for inbound and outbound independent sales force and consumer service conversations or interactions including telephones, email, web chat and social media.

2.     Responsible for basic customer service which includes functions such as password resets, order life cycle and status, order and agreement resolution, order/shipment fulfillment and order/shipment replacement.

3.     Takes appropriate action exercising good judgment while utilizing Company and department knowledge.  Seeks guidance on topics outside of area of expertise or refers to Lead Representatives, as appropriate. Accurately and consistently documents conversations, interactions and follow up on outstanding contacts. 

4. Attends Company meetings, trainings, and proactively uses work instructions, training documentation, bulletins, publications, e-mail communications, promotion briefs, and InfoHub updates.

5.     Understands personal and departmental productivity and quality objectives. Strives to promote a culture of teamwork to meet shared goals.

6.     Assists with additional projects or assumes additional duties as needed.

Education 

High school diploma or equivalent.

Experience

2-4 years of customer service experience.

1.    Spanish bilingual communication skills are required for this position

2.    Must have strong organizational and time management skills.

3.   Must have a proficient knowledge of computer software (Microsoft Office and Teams, and Outlook), computer hardware and navigation, and office equipment to complete work activities.  

 4.   Flexible, adaptable, and seeks continuous improvement.

5.   Must have the ability to effectively communicate both verbally and in writing, analyze and understand various situations, and requires excellent interpersonal skills.

6.    Requires the ability to interpret and apply work instructions and recall information quickly in order to successfully perform service activities across multiple functions

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