Representative, Customer Care

Position Summary

Offer exceptional customer service by providing inbound callers with expert product guidance and a creating a positive experience that will build and strengthen relationships with current and future customers. Additionally, respond to electronic and written correspondence. Serve as contact for all distributor accounts by processing orders within identified time frame and maintaining accounting accuracy. Communicate with distributors as needed.

Competency Statement(s)

Quality:  Able to provide high quality services and products while consistently seeking ways to improve outcomes and enhance service.

Accountability:  Able to demonstrate commitment to the position and accepts responsibility for personal actions.

Values:  Able to promote a safe and inclusive environment of integrity and honesty.

Education

Minimum high school diploma or GED equivalent

Experience

Minimum six months Unity customer service experience in Wholesale, Message of Hope, and Outreach skill sets is preferred.

Demonstrated effective interpersonal and verbal communication skills including phone skills.

Excellent organizational skills and ability to multi-task efficiently.

Computer Skills

Minimum intermediate end-user of MS Office:   MS Word, MS Excel and MS Outlook.

Proficient with internet research and mobile device applications

Minimum intermediate end-user of database systems to maintain client account information

Excellent keyboarding skills.

Certificates & Licenses

Other Requirements

Fluent bilingual (Spanish and English) skills preferred, when indicated. Fluency includes reading, writing, and speaking both languages.

Complete human resources skills testing    MS Word and MS Excel

If bilingual skill is indicated, human resources skills testing Spanish-English Translation

Essential Job Functions

(functions essential to the job)

1. Regular Attendance.  Defined in the department as less than 9 points.
2. Adhere to all company policies and procedures including all safety guidelines.
3. Utilize electronic time management system to input time and attendance.
4. Maintain status to accept telephone and electronic constituent orders and requests.   Listen to and analyze customer communication to offer appropriate sales recommendations of products that support organizational objectives.
5. Input customer/distributor requests into internal and external database. Research and review billing, product, or shipping questions. Follow-up with constituent, as necessary.
6. Read and analyze incoming e-mails and correspondence and business nature, and respond according to written procedures.
7. Extract mail and perform scanning processes, as necessary.
8. Accept and direct inbound calls to the appropriate department or service.

Non-Essential Job Functions

(Functions specific to an individual position)

1. Maintain confidentiality of all work.
2. Make outbound calls as required and respond to emails.