Careers

Customer Care Representatives

Department: Customer Care Department (CCD) -Lehi Corporate Office
Reports To:CCD Team Leaders and Managers
FSLA:Non-Exempt
Date:1/7/2011

Summary

Customer Care Department offers support and services to Young Living’s members (all markets) through various media outlets such as phone, e-mail, fax, mail, and face to face. The Customer Care team acts as the liaison between Young Living and its members. Interacts with customers and fulfills their needs in a timely and professional manner

Essential Duties and Responsibilities:

Talks with customers by phone or in person and receives orders for products and services.
Understand and demonstrate proper phone etiquette and grammar.
Identify problems with orders or services and effectively and efficiently resolve them.
Constant communication with your Team Leaders and Manager including report issues on behalf of customers.
Follow up with problems, questions, and concerns, and get back with the member inquiring.
Sell, recommend, and promote products and services based on a logical relationship to the customer's needs and interests.
Effectively communicate information during the initial call to minimize the need for future contact and escalation.
Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, compensation plan, policy and procedure, account status, marketing promotions and campaigns, and troubleshoot service problems.
Handle a high volume of calls covering the full range of customer services in a prompt and professional manner, obtaining all information for transaction resolution.
Effectively meet/exceed all performance expectations including product promoting, call handling metrics, and quality standards.
Relate with customers by effectively building rapport in a personal and professional manner.
Practice continuous quality control in the processing and fulfillment of all customer orders to prevent any problems during order fulfillment.
Effectively summarize in account notes every interaction to prevent repeat calls or cancellations

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

6+ months Customer Service experience; Sales Experience preferred. High school diploma or general education degree (GED); or equivalent combination of education and experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. The ability to speak Spanish, German, Mandarin, or Cantonese is desired but not required.

Computer Skills

To perform this job successfully, an individual should have knowledge of Order processing systems and Word Processing software.

Other Qualifications

Must be self-motivated and well organized.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision

Work Environment

erforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet. The individual must be able to tolerate the scent of essential oils worn or diffused.

Young Living Essential Oils is an equal opportunity employer. Young Living participates in E-Verify, a service of DHS and SSA to confirm work authorization
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