Customer Care Representative - Part Time

Job Title: Customer Care Representative
Department: Customer Care Department
Reports To: CCD Team Leaders and Managers
FLSA Status: Non-Exempt
Summary
Offer support and services to Young Living's members in all markets through various media outlets such as phone, e-mail, fax, mail, and face to face
Act as the liaison between Young Living and its members
Interact with members and fulfill their needs in a timely and professional manner
Create and process orders while selling additional Young Living products and services
Essential Duties and Responsibilities
Essential duties and responsibilities include the following (other duties may be assigned):
Talk with existing customers by phone or in person while recommending additional Young Living products and services for purchase
Generate new orders through answering product and service questions by suggesting the use of other Young Living products and services to existing clientele
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Follow up with problems, questions, and concerns and get back with the member inquiring
Talk with customers by phone or in person and receive orders for products and services
Understand and demonstrate proper phone etiquette and grammar
Constantly communicate with your team leader and manager, including reporting issues on behalf of members
Sell, recommend, and promote products and services based on a logical relationship with the customer's needs and interests
Effectively communicate information during the initial call to minimize the need for future contact and escalation
Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, compensation plan, policies and procedures, account status, marketing promotions and campaigns; troubleshoot service problems
Handle a high volume of calls covering the full range of customer service in a prompt and professional manner, obtaining all information for transaction resolution
Effectively meet or exceed all performance expectations, including product promoting, call handling metrics, and quality standards
Relate with customers by effectively building rapport in a personal and professional manner
Practice continuous quality control in the processing and fulfillment of all customer orders to prevent any problems during order fulfillment
Effectively summarize in account notes every interaction to prevent repeat calls or cancellations
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education and/or Experience
2+ years of customer service experience
Sales experience preferred
High school diploma or general education degree (GED) or equivalent combination of education and experience
Competencies
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude - Demonstrate a positive "can do" attitude, show motivation, must be goal oriented and a self-starter, be "solution-minded" rather than "problem-minded"
Work Ethics - Must be dedicated, responsible, hard-working, and a team player
Oral Communication - Speak clearly and persuasively in positive or negative situations, listen and get clarification, respond well to questions, demonstrate group presentation skills, participate in meetings
Written Communication - Write clearly and informatively, edit work for spelling and grammar, vary writing style to meet needs, able to read and interpret written information
Organizational Support - Follow policies and procedures, support organization's goals and values, benefit organization through outside activities
Strategic Thinking - Develop strategies to achieve organizational goals, analyze market and competition, identify external threats and opportunities, must be able to contribute to group initiatives
Professionalism - React well under pressure, accept responsibility for own actions, follow through on commitments
Innovation - Display original thinking and creativity, meet challenges with resourcefulness, develop innovative approaches and ideas
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedures manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Computer Skills
To perform this job successfully, an individual should have knowledge of Internet software, spreadsheet software, and word processing software.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear.
The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.
The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Work Environment
The noise level in the work environment is usually quiet. The individual must be able to tolerate the scent of essential oils worn or diffused.
Young Living Essential Oils is an equal opportunity employer. Young Living participates in E-Verify, a service of DHS and SSA to confirm work authorization.
Contact: Jody Crenshaw
Email: resumes@youngliving.com
Please send resume to resumes@youngliving.com

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