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Internet Customer Services Rep

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JOB SUMMARY:   

Provides telephone and email technical customer service support to all levels of the independent sales force who utilize Mary Kay InTouch applications, the Desktop Office Manager program, and other tools to support their Mary Kay business. Enhances Mary Kay’s mission of enriching women’s lives by providing skilled assistance and education on the technology and tools available to the sales force so they can focus on sharing Mary Kay’s dream.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Utilizes internal knowledge management tools and available sales force tools to respond to calls from Independent Consultants, Directors and National Sales Directors. Enters new and/or updates existing data in Mary Kay’s contact tracking system to document each interaction. Provides follow-up callbacks and conducts surveys as needed. Escalates reported issues to other departments as needed.
  2. Answers emails from the independent sales force using approved email categories and personalizes the emails so the sales force feels supported and important.
  3. Stays up-to-date on sales force contests, promotions, policies and programs in order to provide consistent and accurate answers to sales force inquiries. Remains current on the latest technology trends utilized to address the needs of the sales force.
  4. Serves as an operational liaison between Mary Kay sales force members and IST. Assists IST in the testing/feedback of programs/applications designed to meet the business needs of the sales force.
  5. Actively participates in individual or team projects and meetings and utilizes our team site/communications to remain abreast of changes to programs, applications, and processes.  

KNOWLEDGE, SKILLS AND ABILITIES:

  1. High school diploma or equivalent with two to three years vocational trade school coursework, college coursework or technical certifications necessary to analyze and resolve complex technical computer problems.
  2. Three to five years experience in a customer service environment with excellent technical troubleshooting, problem-solving, and reasoning skills. Experience with contact tracking and issue management processes or systems preferred. Ability to simultaneously handle incoming calls and emails in order to meet the service needs of our sales force.
  3. Excellent Golden Rule Service skills, providing personalized and flexible service by anticipating and responding to personal and practical needs to create a memorable experience for each customer interaction. Responds to inquiries with empathy upholding the Golden Rule Service culture and a positive Company image.
  4. Excellent verbal and written communication skills.
  5. Intermediate knowledge of Microsoft Office including Outlook, Word and Excel and advanced knowledge of MS Windows, PC hardware components and peripherals, and web browsers.
  6. Multi-lingual skills beneficial.

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