Customer Success Representative
Job Summary
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, and supporting clerical and operational functions. 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 training and uses presented materials to keep apprised of new promotions, products, and operational systems.
About the Role
- Responsible for basic customer service which includes functions such as password resets, order life cycle and status, order and agreement eligibility and resolution, order/shipment fulfillment and order/shipment replacement. Responsible for profile master and maintenance, personal and unit production and compensation, career path and compensation, director programs, contest, and promotions.
- Performs activities and takes appropriate action, exercising judgment and using Company and department knowledge in the core foundational areas TOS, Customer Service A and Customer Service B. Seeks guidance on topics outside of area of expertise or refers to support team, as appropriate. Maintains the confidentiality of information received from independent sales force. Accurately and consistently documents conversations and interactions for historic and trending records and facilitation of internal communication and follow up contacts.
- Attends Company meetings and trainings, and proactively uses presented materials including work instructions, training documentation, bulletins, publications, e-mail communications, promotion briefs, and InfoHub updates to keep apprised of new promotions, products, events, operational systems and procedures, and changes to the career path.
- Acts as a resource to Service Center staff by occasionally working as an escalation point, for issues as needed. Supports training efforts by participating in side-by-side observation opportunities for new employees and employees advancing through our career path.
- Understands personal and departmental productivity and quality objectives. Promotes a culture of teamwork by assisting with and volunteering for workload balancing activities to meet shared goals.
Knowledge, Skills, & Abilities
Education: High School Diploma or Equivalent
Experience: 3+ years in customer service
- Must have strong organizational and time management skills.
- Utilizes a proficient knowledge of computer hardware, software, and office equipment to complete work activities. Hardware may include telephone sets, personal computers, printers, copiers, scanners, and other office equipment. Software utilized may include Contact Center, Workforce Management, Microsoft Office Suite, and Timecard applications.
- Flexibility, adaptability, seeks continuous improvement and learning, and ability to multitask required supporting two or more service areas and frequently moving between functional disciplines to support business needs.
- Ability to effectively communicate verbally and in writing, analyze and understand varied situations, perform mathematical calculations, and possess technical aptitude as demonstrated by successfully passing spelling, grammar and writing, service etiquette, listening skills, math and technical skills tests. Excellent interpersonal skills required to work well with and for others within the department and the Company.
- Requires ability to interpret and apply work instructions and recall information quickly in order to successfully perform service activities across multiple functional segments.
- Based on current business needs, may be required to be bilingual in order to communicate with Spanish-speaking customers.
