Call Center Representative - Part Time

Customer Service Representative
Scottsdale, Arizona
Posted 3 months ago

Primary Objective

The Customer Service Representative (csr) role within Healthy Habits is a vitally important position that acts as the intermediary between the company and our valued customers. It’s rewarding because you get to represent a great company with excellent products that deliver results – and because, we have amazing customers that love our products.

You will work with members of the Leadership team as well as our customers to ensure an exceptional buying experience. We wholeheartedly believe that customer interactions should be productive versus combative, as we want return customers that glowingly tell their friends and family about us. You will also ensure that all of Healthy Habits’ goals related to performance, attendance, and productivity are met and maintained.

Providing excellent customer service to both internal and external customers and remaining professional at all times is key in this role. As is working with management on customer service improvements and driving the continued evolution of the overall customer relationship to achieve the Goals of Healthy Habits.

Role and Responsibilities

At the heart of this role is dealing with our customers to help them order products, to answer questions about our products or to pleasantly provide refunds where required. As such you will need to be able to communicate effectively and professionally with both internal and external customers. Lastly; you will be required to handle confidential customer information, including payment details, with the utmost discretion in a detail orientated manner.

Expectations of this position are included but not limited to the following:

  • Act as an integral member of the customer service team in support of Healthy Habit’s mission, vision, values, and goals
  • Manage Customer expectations, and exceed them whenever possible
  • Customer Service Reps schedule must overlap at least 60% with a team leads schedule.
  • Recalibrate daily goals based on receipt of daily feedback from management.
  • Strive to maintain and/or exceed all expected business unit objectives and service levels as part of the csr team.
  • Responsible for expert knowledge of the Telephony system, agent functions, order management, all applicable campaigns and scripts
  • Manage breaks, lunches & non-production times to ensure we are maximizing our service level and not letting calls queue for too long.
  • On-going coaching and skills development in co-operation with the supervisor.
  • Promote and contribute to a positive team environment through open communication and responsiveness to employee concerns and customer issues.
  • Handle escalated and complaint calls in a professional manner to ensure customer satisfaction
  • Present a positive helpful demeanour as a health mentor and coach to customers calling in for our assistance and expertise.
  • Communicate effectively and proactively with peers, other employees, and management
  • Adhere to a schedule including phone time, training, career development, and special projects as directed from your supervisor
  • Take an active role in training new hires including but not limited to: Side by sides, Systems training, policies and procedures, soft kills, and campaign specifics
  • Perform other duties as necessary to support the success of the company

Core Competencies & Values

It is expected that all Customer Service Representatives will understand and embrace Healthy Habits’ qualities and Core Values of the business along with the following keys to success:

Ethical Conduct, “Can Do” Attitude, Eager Intelligence, Creative, Strategic & Innovative Thinker, Vision, Leadership by Example, Resourcefulness, Competitive, Drive to Win, Customer Focus, Autonomous, A positive agent of change, Integrity & Loyalty, Honesty, Courage, Problem Solving, Strong Emotional Intelligence, Low Ego, Curiosity, Conscientious.

Work Environment

This position is based out of a bright and pleasant professional office environment with easy access to bathrooms, break room/kitchen area and outdoor space. In this role you may be routinely required to use standard office equipment such as computers, software, phones, scanners, filing cabinets, and other standard office items.

Position Type/Expected Hours of Work

This is a part-time position with an expectation that you’ll work 20 to 30 hours per week. Working hours can range between 6:00 AM and 5:30 PM from Mon. to Sat., and scheduling is subject to co-ordination and change at managements discretion. This position regularly offers the ability to volunteer for extra hours during the week and/or weekends.

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. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs and speak or listen. The employee must occasionally lift or move up to 30 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Qualifications and Education Preferences

  • High School diploma or equivalent.
  • Communication, organization, proper decision-making, analytical and multitasking skills are traits of exceptional call center members.
  • Detail-oriented, adaptable and accountable for all their actions.
  • Comfortable with PC computers and common software such as Word, Outlook (email), and web browsers.
  • Quick study who will need to learn how to manage customer service within our online order entry system.
  • Self-motivated with strong organizational/prioritization skills and ability to multi-task.

Preferred Skills

  • Excellent interpersonal communication skills in both written and verbal formats
  • Ability to de-escalate customer service situations efficiently
  • Professional speech and appearance at all times
  • Strong attention to detail when dealing with customer accounts
  • Ability to work and communicate effectively and proactively with peers and management

Compensation

We offer a competitive compensation package. Salary and benefits are negotiable and will be based on qualifications and market rates for this position in the Scottsdale, AZ. area.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Features

Job CategoryCall Center, Part Time

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