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 I provides service or product information, solutions and relevant details to customers. They answer phones, provide troubleshooting information, report and analyze Forever Business Owners’ (FBOs) information and needs. They are also responsible to upsell/cross-sell and make outbound phone calls to FBO’s and customers with the intent to increase sales and maintain company relationships with current FBO’s and customers.
ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS:
- Create 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.
- Answer calls and respond to emails in a prompt and courteous manner reflecting a positive, friendly, warm telephone tone and persona.
- Handle customer inquiries both telephonically and by email when necessary.
- Learn and maintain thorough knowledge of all products and become a product expert; describe products and services; provide customers with accurate product information.
- Identify and escalate priority issues while showing empathy.
- Document all call information according to standard operating procedures. Maintain a balance between company policy and customer benefit in decision making.
- Identify opportunities for sales and effectively present key features and advantages of the company products or services.
- Respond to emails and social media messages made to the company.
- Maintain regular and punctual attendance at work.
- All other duties as assigned.
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. Self-motivated, goal oriented, dependable, high-energy 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 high-volume 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.
- One year of bilingual customer service work experience preferred.
- Six months of bilingual work experience within a call center or similar environment preferred.
- Three to six months of sales (retail, cross sales, up-sell) 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 local laws.
Job Type: Full-time
Pay: $18.00 per hour
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Rotating weekends
Work setting:
People with a criminal record are encouraged to apply
Work Location: Hybrid remote