• Customer Service Specialist

    Position Type
    Full-time
    # of Openings
    1
    Category
    Customer Service/Support
    Shift
    1st
    Location : Name
    Corporate Office
    Location : City
    Idaho Falls
  • Company Profile

    Melaleuca has firmly supported this mission statement since our humble beginning in 1985. Everything we accomplish is done with an eye toward promoting the physical, environmental, financial, and personal wellness of those around us. Our focus has always been on wellness. By manufacturing and selling effective, high quality, natural, health oriented products we help people live more vibrant, healthier, and happier lives.  When you walk through the doors at Melaleuca, you can feel it immediately. This is The Wellness Company.

     

    We have achieved consistent and profitable growth with our annual revenue consistently hitting over $2 billion dollars. We now have over 3,400 team members and operate in 19 countries around the world.  Melaleuca is positioned to grow even more rapidly in upcoming years. To help keep up with this growth we are looking for an outstanding Customer Service Specialist to be part of our Call Center.

    Overview

    Answers Customer Service calls in a professional and courteous manner. Solves all issues with the purpose of creating complete customer satisfaction, taking every opportunity to show the customer their value to the company.

     

    Responsibilities

     

    • Develops a positive line of communication with customers and leadership.
    • Maintains a professional and courteous manner when interfacing customers.
    • Records notes related to every call taken in customer log files in detail. Read logs before finding resolution.
    • Forwards logs pertaining to shipping problems, customer concerns, and requests to appropriate department, service group, or individuals.
    • Reships products lost by carrier, damaged or items missing from the order by verifying the actual order and completing a reship invoice.
    • Refunds issues on customers’ accounts.
    • Contacts customers regarding address issues resulting in returned parcels.
    • Reclaim product sent in error, and issuing prepaid postage labels.
    • Answers basic customer questions related to company products and services.
    • Assists other departments with product returns, shipping problems, and credit issues.
    • Transfers specific customer request calls to appropriate department, service groups, or individuals.
    • Applies policies uniformly and consistently by correctly interpreting problems and determining resolutions.
    • Tracks UPS, DHL, Canada Post, and International Bridge Shipments.
    • Customer Retention
    • Manage time on and off phones with “Not Ready” time
    • Completes new customer phone enrollments by accurately and courteously obtaining and verifying customer information.

    Additional

    • Assists Customer Care during heavy call periods.
    • Assists other departments in completing month end tasks.
    • Performs other duties as assigned or needed

    Qualifications

    • Exceed average performance on Quality Development and Score Card.
    • 10 key touch.
    • Supports Customer Care standards and goals as determined by Customer Care Managers and Coordinators. (i.e. Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurements Standards.)
    • Attend regular Melaleuca trainings as determined by Customer Care Managers and Supervisors.
    • Typing 40 wpm.
    • Ability to analyze and solve problems.
    • Interpersonal and customer relation skills.
    • Ability to work under stress.
    • Communicate effectively with individuals in person and by phone.
    • Ability to work independently and professionally.
    • Ability to perform the essential duties and responsibilities with efficiency and accuracy.
    • Sit with intermittent walking.
    • Work overtime as needed.
    • Shifts at month end can be 12 hour shifts with 30 min lunch breaks
    • Potential to work 1 day for 10 hours, following day for 12 hours, following day for 10 hours, and additional day 9 hours with 30 min lunch breaks
    • Potential to work 6 days a week
    • Average personal break time is 3 mins per hour worked
    • Headset worn over ears and attached to the desk phone
    • Ability to stand at the desk, but the desk height can’t be adjusted, the chair can be adjusted
    • Required to attend training lasting approximately 4-6 hours with break times scheduled

    Why Melaleuca

     

    Great culture—you'll become a part of a fast-paced team dedicated to a feel-good lifestyle brand dedicated to changing lives. Like the rest of Melaleuca, we are proud to be part of a values-driven organization that treats our team members with respect. Our team members and their families enjoy company parties and countless discounts around the community. We implement a very real open-door policy, and all team members are on a first name basis—it feels more like a family than a multi-national corporation.

     

    Excellent compensation—in addition to a competitive wage and bonus incentive program, we offer comprehensive benefits for our full-time team members that include all you would expect plus some remarkable surprises, such as a longevity bonus. Right here on-site, we provide a fitness center, free concierge service, and a restaurant.

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