Job Summary
A publishing and consumer products company dedicated to helping people live pain free is filling a position for a Telecommute Health and Wellness Customer Service Representative in Phoenix.
Core Responsibilities of this position include:
- Fielding customer inquiries and authentically connecting to our customers to help them in the best way possible
- Handling a high volume of inbound or outbound calls or support customers through chat, phone, and email
- Creating a positive experience (win-win) for each caller by providing a consultative, accurate, and efficient response to their inquiries
- Effectively search for and type information on the computer, navigate multiple windows and screens quickly, and input information accurately while keeping pace with the call. With great attention to detail, document specifics of calls and customer interactions in the appropriate systems (CRM) Work with confidential customer information and treat it sensitively. Type at least 35 WPM and talk at the same time. Aim to resolve issues on the first call by being proactive Adhere to call center metrics such as call quality score averages, average talk time, and customer feedback scores. Act as the "Voice of the Customer," working with the team to refine problem areas and drive continuous service improvements for our customers. Escalate customer or operational issues to supervisor in a manner that identifies solutions and focuses on a timely and mutually satisfactory resolution. Must have the ability to travel by plane one time annually. As we are fully remote, we strive to connect via various types of technology; chat, email, shared drives, and video meetings.
Qualifications Include:
- Ability to travel by plane one time annually
- Minimum 3 Years Customer Service Experience
- 1-year experience working in a contact/call center (preferably virtual)
- Business to Customer (B2C) Experience (client-facing)
- Experience with high volume inbound call intake CRM System (Customer Relationship Management)
- E-commerce, Customer Service Support Experience (supporting product knowledge and sales/customer-facing)
