Careers

Customer Care Representatives-Spanish Speaking

Department:Customer Care Department (CCD)- Lehi Corporate Office
Reports To:CCD Team Leaders and Managers
FSLA:Non-Exempt
Date:7/29/2011

Summary

Assists English and Spanish-speaking customers with their customer service needs.

Essential Duties and Responsibilities

Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provide timely and accurate information to incoming customer order status and product knowledge requests from Spanish and English speaking Distributors.
Process customer requests according to established department policies and procedures.
Translate marketing materials from English to Spanish.
Demonstrate proper phone etiquette.
Identify and solve order problems.
Keep an accurate log of phone calls.
Ensure no OTG products are sent out on foreign orders.
Speaks and writes English and Business Spanish clearly.

Supervisory Responsibilities.

This job has no supervisory responsibilities.

Competencies

Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations.
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.
Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
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.
Initiative - Volunteers readily; Asks for and offers help when needed.

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

High school diploma or general education degree (GED); or one to three months related experience and/or training; 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.

Mathematical Skills

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Skills

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

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

Other Skills and Abilities

Must read and write fluently in Spanish. Must have excellent product and compensation plan knowledge.

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

The work environment characteristics described here are representative of those an employee encounters while performing 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.
Spreading Wellness, One Drop at a Time