Customer Service Rep

SUMMARY 

This position is primarily responsible for assisting customers/clients with product questions, problems, order inquiries, placing orders, and other customer/client related questions. This position will provide excellent customer service while promoting and guiding clients towards achieving their health and wellness goals. 

KEY RESPONSIBILITIES & DUTIES

• Attract potential customers/clients by answering product and service questions, suggesting information about other products and services.
• Educate the customer/client on healthy lifestyle choices, nutrition, exercise, stress management and other wellness topics.
• Direct the customer/client to the Senior Health Coach/Mercola Clinic for further learning and appointments.  
• Work with Senior Health Coaches on providing encouragement and support to customers/clients while they adopt and maintain healthy lifestyle changes. 
• Provide proven strategies and techniques to help customers/clients overcome barriers and sustain long-term lifestyle changes. 
• Opens and maintains customer/client records by updating account information in CRM/database software.
• Place orders via Phone, Mail, E-mail, video, or chat.
• Maintains sales goals by up/cross selling products. 
• Resolve product or service problems by clarifying the customer's/client’s complaint, determining the cause of the problem. Select and explain the best solution to solve the problem. Expedite correction or adjustment. Follow up to ensure resolution. 
  1. Via all service channels (case, email, mail, chat, video and phone)
• Inform customers/clients of any pertinent company policies. 
• Document all interactions in CRM/database software. 
• Fill out appropriate forms including escalation issues. 
• Recommend potential products or services to management by collecting customer/client information and analyzing customer/client needs. 
• Prepare product or service reports by collecting and analyzing customer/client information. 
• Communicate properly with Supervisors or Management regarding any internal or external issue.
• Follow all standards/expectations put forth by management.   
• Research answers for customers/clients via Mercola website, internet, and internal knowledge database.  
• Wear a headset for the duration of shift.
• Perform other duties as assigned.  

REQUIRED SKILLS/ABILITIES

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle stressful situations and remain calm under pressure.
• Knowledge of nutrition, fitness, and wellness.
• Ability to develop and implement personalized health plans.
• Motivational and counseling skills.
• Proficiency with customer service software and CRM systems.
• Ability to use health tracking and telehealth platforms.
• Perform basic mathematical calculations to assist customers with billing inquiries, product pricing, and discounts.
• Strong organizational skills and attention to detail.
• Ability to work both independently and as part of a team.

EDUCATION/EXPERIENCE/LICENSES/CERTIFICATIONS

• High school diploma or equivalent required.
• Minimum of 2 years customer service experience.
• Minimum of 2 years working with individuals on specific healthy lifestyle management (exercise, nutrition and diet, etc..).

SUCCESS PROFILE 

• Friendly, patient, and empathetic.
• Highly motivated, enthusiastic, and proactive.
• Self-sufficient.
• Reliable and punctual.
• Ability to multi-task and adapt to change.
• Strong work ethic and integrity.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to stand and sit at desk for long periods of time; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; walk and stoop, kneel, crouch, or crawl and taste or smell. Specific vision abilities required by this job include close vision and color vision.