Job Detail
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Job ID 3592
Job Description
This position is critical in providing online support to customers via social media, online chat, phone, and electronic communications. By utilizing a fundamental knowledge of sports nutrition products they will assist customers in answering product questions. This position supports direct communication and troubleshooting with customers to ensure that a satisfactory and positive experience is provided to the Evogen community.
RESPONSIBILITIES:
● Assist with all daily activities with Evogen customers with high-quality service and in designated Service Level Agreement
● Answer incoming calls and general support tickets.
● Handle specialty tasks associated with customer contact (online chat, customer order notes, voicemails, e-mails, etc.)
● Process returns and adhere to RMA processes.
● Respond quickly and professionally to social channel engagements on Facebook, Twitter, Instagram, YouTube, and other platforms.
● Resolve consumer questions and respond to ratings and reviews of our products on the EvogenNutrition.com site as well as key partner retail sites (Amazon).
● Complete cross-training programs within customer service and other departments.
● Warehouse cross-training curriculum: to fully understand the scope of the fulfillment process.
● Product and compliance cross-training curriculum: in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.
● Service Reps may be asked to support other areas of the company, as needed.
● Warehouse fulfillment support.
● Marketing special projects.
● Completing one shift per month demoing in local retailers or gyms.
● Provide support at special events by offering customer service and product knowledge
● Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
● Explain processes to new team members and advise on best practices
REQUIREMENTS:
● High school diploma or GED equivalent. Associates degree and/or accredited personal training certification.
● At least 1 year of previous experience in eCommerce customer service
● Personal training certification by an accredited source (NSCA)
● Excellent written and verbal communication skills
● Ability to thrive in a rapidly-paced environment
● Works well in a high-energy setting with an upbeat team
● Strong attention to detail, self-motivated work style
● Ability to multi-task among multiple platforms, prioritize assignments, and meet required deadlines
● Savvy computer/internet skills & adequate typing skills
● Strong organizational & problem-solving skills
● If you are a qualified candidate interested in applying, please provide a resume and cover letter describing your previous experience and goals. A cover ● letter is required to be considered for this position.
● 2-3 years of previous customer service experience
● Interest in health and nutrition and/or fitness implements
● Post-high-school academia
● Experience with: CRM, ZenDesk or Gorgias, SmartSheet, UPS, FedEx, Shopify & ShipStation.