Total Life Changes Customer Service Representative Job Description
Job Title: Customer Service Representative
Total Life Changes
Department: Customer Service Department
Reports To: Customer Service Manager
FLSA Status: Non-exempt
Prepared By: Marie Chisholm
Date: January 2016
Basic Function
The TLC Customer Service Representative is the face of the company when conducting business with our representatives and customers. This front line position is critical to maintaining a positive outlook of our company throughout the world.
To receive and process requests and complaints in an effective and timely manner. The Company expects that every employee will be regular and punctual in attendance. This means being in the Customer Service Department, at your desk logged into your assigned telephone and computer (5 (five) minutes prior to the telephones turning on) ready to work at their starting time each day. Absenteeism and tardiness places a burden on other employees and on the Company.
Responsibilities
- Receive inquiries and complaints via the telephone or email.
- Write required information and additional information for each email inquiry received.
- Apply knowledge about TLC’s policies, regarding product availability, shipping, rank qualifications and commissions. Knowledge base will include TLC’s Products as well as the company structure.
- Process representative and customer questions information/orders on computer system in an efficient prompt and courteous manner to provide quality service.
- Analyze the representative and customers account/commissions on computer system, and make any corrections and/or modifications within company guidelines.
- Outgoing calls will be required in response to voicemails or notifications of information required to complete orders.
- Email replies and notifications to be performed. Originals
- Perform other related duties as assigned.
Skills
Oral Communication Skills - Bilingual (English/Russian)
Written Communication Skills - Bilingual (English/Russian)
Customer Relations
Customer Service
Diplomacy
Professionalism
Reading Skills
Figure Aptitude
Computer Literacy
Keyboard Skills
Self-Motivated
Basic computer skills are required including Microsoft Excel, Internet searches and a working knowledge of proprietary “back office” software, including data input and retrieval. Excellent customer service skills are required in dealing with a variety of situations. Bilingual skills preferred. Basic math skills required to understand commission percentages and qualifications.
Working Conditions
TLC provides a climate controlled professional office environment and work station with necessary equipment and supplies. Physical demands: sitting, conversing by phone or email, working on a computer for an extended period of time.
Experience
Prior customer service experience helpful.
Tasks
Promptly answer telephone calls and emails.
Zendesk
Create and cancel Autoships
Intake - register new IBO’s, process new orders or change orders.
Educate IBO customer about the “Back Office.”
Provide tracking numbers and track orders.
Answer billing and commission questions.
Place “Welcome Calls.”
Correct bad addresses.
Follow up on declined credit cards.
Verify and or correct social security numbers.
