Customer Care Representative Iii

4 months ago

Quebec City, Canada Isagenix Full time

Position Summary:
Isagenix is one of the most dynamic health and wellness companies in the world because our products, solutions, and culture are redefining the health and wellness industry. Our Customer Care Team works directly with our passionate and energetic customers, providing top-of-the-line customer service. At Isagenix, we work better together.

What Isagenix can offer **you**:

- Able to work 100% from home
- Paid Training
- $24-$27 CAD/hour (depending on experience)
- Exciting internal opportunities for growth
- Paid vacation and sick time
- Tuition Reimbursement
- Significant product discounts (Trust us, you’ll love the product as much as we do)

**90-day Introductory Period: The first 60 days will be focused on training and the hours will be 6:00 A.M. AZ Time through 3:00 P.M. AZ Time.**

**Regular scheduled hours will be 6:00 A.M. AZ Time through 3:00 P.M. AZ Time with rotating Saturdays from 6:00 A.M. AZ Time through 2:30 P.M. AZ Time.**

Position Summary:
Essential Duties & Responsibilities (Other duties may be assigned):

- Provide an outstanding Customer Service experience by providing win-win solutions for both internal and external customers.
- Educate customers and promote products and services we offer.
- Execute transactions promptly and accurately respond to customer and CCR requests and inquiries.
- Raise issues or concerns of trending issues ; resolve or recommend solutions.
- Handle escalated calls as first level escalation; de-escalating to avoid next level escalation.
- Recognize Service Recovery opportunities to educate the customer; supporting the building of the business (critical while handling returns and escalations).
- Evaluate current processes and identify gaps/opportunities including making recommendations for improvement via the appropriate documentation.
- Support the Customer Care Department via the daily management of Service Level by troubleshooting questions, providing education and guidance to CCRs. Provide administrative support for the call center in relation to the resolution of customer requests via Sales Force.
- Attention to detail, accuracy and timelines are critical; strong ability to multi-task (ex. When working chat at any one time could be processing up to 2 chats at a time).
- Provide premier customer service and resolve routine to complex customer requests regarding orders and general Customer service inquiries.
- Support and/or back-up basic fulfillment and account maintenance including order-entry, memberships and commissions.
- Additional duties and special projects as assigned (ex. Working with business partners for translations, events etc.).

Minimum Qualifications (These are the requirements that all applicants MUST HAVE to be considered for this position):

- High School Diploma/GED.
- 2-3 years of experience in a customer service setting.
- Fluent in English & Canadian French (written and spoken)
- Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
- Basic knowledge of Microsoft office software to include Word and Outlook.
- Ability to work in a fast-paced, customer interaction environment, with the ability to sit for long periods of time, taking in-bound calls.
- Able to successfully work from home (Has internet (min 100mps), able to take calls and good working environment).

Preferred Qualifications:

- Associate degree from an accredited institution or equivalent related experience.
- 1 year of experience in a contact center environment.
- Experience with a CRM (ex. Salesforce) environment.

Company Overview:
EEO:
Isagenix International, LLC is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, sex, national origin, age, disability, veteran status or any other status protected by law.

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