Customer Service Specialist

POSITION SUMMARY 
Customer Service Specialist and a Bilingual Customer Service is responsible for engaging with customers on behalf of LifeWave. The duties include answering phone calls emails from consumers to respond to questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best assist patrons.

SUPERVISORY RESPONSIBILITIES 
None 

 ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Utilizes a customer-centric attitude while assisting our customers on every interaction.  

• Understands and expertly communicates our products, promotions, services, compensation plan, and policies & procedures to be able to support customer inquiries.  

• Generates and accurately submits new product orders for existing and new customers.  

• Works with internal partners and customers to identify and resolve customer-facing challenges.  

• Recommends and promotes additional products and services to increase overall sales revenue.  

• Consistently meet or exceed performance expectations, including customer experience surveys, call handling metrics (including call volume), and quality standards.  

• Completes internal tracking of required information in order to maintain effective records.  

• Connects with customers by building meaningful relationships that support business success.  

• Represent the company in a professional, courteous, and efficient manner always.  

• Completes files in relation to customer returns, refunds, etc.  

• Completes all company training and follows established policies and procedures.   When training is conducted online, remain on-camera and participates as requested by the training facilitator.  

• Demonstrates time management with work time vs. away time adhering to expectations.  

• Commutes daily to the LifeWave local office location.  

• When circumstances require remote work, all performance expectations including work time vs. away time remain in effect.  

• Works on projects with the Events team related to a specific event. 

Additional Essential Duties: 

• Performs all other duties as assigned. 

• Strong communication skills   

• Excellent telephone and customer service skills including a customer-centric attitude  

• Ability to work as a member of a team  

• Ability to meet/work toward meeting performance expectations  

• Ability to bring a positive attitude daily  

• Ability to demonstrate a solid work ethic daily  

PHYSICAL DEMANDS 
While performing the duties of this job the employee is regularly required to remain in an office at a computer workstation and access information from a computer.  The employee is required to be mobile to, from, and within the office. The employee may occasionally move up to 25 pounds.
  

 QUALIFICATIONS AND EXPERIENCE

• High school diploma or general education degree (GED) required  

• 2- or 4-year college degree preferred  

• 2 years of customer service experience preferred  

• 1 years of contact/call center experience preferred  

• Not required is a plus Fluency in English and Spanish; excellent in all communication skills in both languages are essential.
  
• Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) proficiency  

• Proficient with CRM, telephony, and online applications  

• Minimum of 35 WPM   

Technologies and Software Proficiency: 

• Exigo – Industry and company-specific Customer Relationship Manager (CRM)  

• Five9 – Telephony platform  

• Microsoft Office Suite  

• I Payout – Payment Platform used to pay commissions to distributors  

• Networking Merchants/AVPS  

• NMI and Ingenico – Payment processors    

LifeWave is committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all. We embrace the principles of the Americans with Disabilities Act (ADA) and strive to provide reasonable accommodations to qualified individuals with disabilities. In our pursuit of building a diverse and talented team, we encourage candidates of all abilities to apply for positions at LifeWave. If you require accommodation during the application or interview process, please inform our HR department, and we will work with you to ensure your needs are met.