Customer Care Representative Special Projects - Scottsdale, United States - Forever Living Products International, LLC.

Description

Company Description

Forever Living Products, through its group of global companies is the largest grower, manufacturer and distributor of aloe vera products in the world.

We strive to create an environment where individuals can, with dignity, be what they want to be - where integrity, empathy and fun are our guides.

Benefits Offered:

• Health, Dental and Vision insurance
• Healthcare spending or reimbursement accounts such as HSAs or FSAs
• 401K Plan
• Paid vacation, holidays and sick days

Job Description:


The
Customer Care Representative-Special Projects provides customer service to our callers along with assisting with company projects. They are sociable individuals with a knack for providing professional and clear answers to customer's requests. They provide specific information regarding the services, products or materials offered by the company. They answer phones, provide troubleshooting information, report, and analyze Forever Business Owners' (FBOs) information and needs, issue billing details and open and close accounts.


ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS:

• Consistently working on projects that are tied to departmental KPI's.
• Focused on outbound calls in benefit of the FBO such as: Welcome calls/ Recognition Calls/ Incentive Calls.
• Works in collaboration with team lead, CC Manager and Business Development team to identify possible initiatives in benefit of North America Sales.
• Answers calls ensuring a positive customer experience on all calls; positively impact the customer's experience and demonstrate a passion for excellence with respect to treating and caring for customers.
• Reviews customer recommendations.
• Helps execute Department events or projects that may fall out of the scope of regular duties.
• Actively listen and engage customers in polite and productive conversation to understand their needs and exceed customer's expectations.
• Manage and resolve customer issues and complaints timely and professionally with empathy and understanding.
• Remain aware and knowledgeable of promotional programs, competitive products, and market incentives.
• Any other duties and special projects as directed by management in keeping with the employees' skills and experience.

PHYSICAL REQUIREMENTS TO PERFORM JOB DUTIES:

• Sit/remain seated for long periods of time, up to 4 hours at a time.
• Use a computer, keyboard, dual monitors and telephone with cordless headset.
• Operate general office equipment (copier, fax machine, printers, etc.).
• Walk/move around building.
• Reach forward and overhead.
• Turn and twist frequently.
• Bend, kneel, stoop and/or squat occasionally.
• Able to lift up to 15 pounds occasionally.

Qualifications:

• Possess a superior breadth of customer care experience and demonstrated knowledge of customer service principles and practices along with a true desire to exceed customer's expectations.
• Strong verbal and written communication skills and proper grammar in English, Spanish or other specified foreign language, as well as active listening skills; ability to 'walk' FBO or customer through sales or service processes.
• Strong interpersonal, organizational, decision making, problem solving and analytical skills and abilities to effectively analyze and resolve issues.
• Professional upbeat telephone voice and etiquette.
• Pleasant, outgoing, proactive, positive demeanor including ability to build rapport with customers. Selfmotivated, goal oriented, dependable, highenergy level, sales driven with perseverance.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to learn and maintain a thorough knowledge of the service or product and be able to describe its functions, features and details to FBO's.
• High proficiency with a variety of computer software and hardware components.
• Good data entry and typing skills (45+wpm).
• Sound ability to work effectively in a highvolume environment.
• Knowledge of sales principles and methods.
• Solid attention to detail.
• Ability to build positive rapport with customers.
• Ability to persuade potential customers to purchase product(s) and/or service(s).
• Ability to learn and maintain good knowledge of all company services and products.

EDUCATION AND/OR EXPERIENCE REQUIRED:

• High school diploma or equivalent.
• Two years of bilingual work experience within a call center or similar environment preferred.
• Two to Four years of sales (retail, cross sales, upsell) work experience.

Additional Information

• Forever Living Products International, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, genetic information, or any other characteristic protected by federal, state or l