Customer Experience Representative

Customer Experience Representatives are responsible for helping customers on the phone, by email, live chat, or in person with all of their product or account needs. This requires a thorough knowledge of our products and recommended protocols in order to provide timely and accurate information to incoming customer inquiries, order status and product knowledge requests.

Requirements

Responsibilities:

• Resolves customer concerns via phone, email, live chat, or social media;
• Assists customers with the placement of orders, exchanges, or refunds;
• Helps with complaints, errors, account questions, billing, cancellations, and other queries;
• Identifies and assesses the customers’ needs to achieve satisfaction;
• Provides accurate, valid, up-to-date and complete information about products;
• Meets individual and CSR team satisfaction targets;
• Provides appropriate solutions and alternatives to customers within the specified average time limits;
• Goes the extra mile to engage and satisfy customers;
• Greets and follows up with walk-in customers;
• Creates and updates customer accounts;
• Ensures proper customer satisfaction is being delivered at all times;
• Most importantly, a practiced caring attitude that assists you to provide our valued customers with the best products and information.

• Minimum 2 years previous customer service experience or experience as a client service representative;
• At least 1 year of call center experience;
• High School Diploma or GED;
• Effectively communicates in writing, by phone, or in person; Excellent written and verbal communication;
• Proven track record of over-achieving goals or going above and beyond;
• Possess a willingness to learn;
• Customer orientated with the ability to adapt/respond to different types of customers;
• Flexibility working on the weekends
• Knowledge of natural health industry;
• Actively embraces healthy living;
• Bilingual CSR (English & Spanish) is a plus.