Inbound Customer Service Agent

Summary

Young Living Essential Oils is currently looking for Inbound Member Services Representatives (MSR) to offer support and services to Young Livings members in all markets through various media outlets such as phone, e-mail, fax, and mail. The MSR will act as the liaison between Young Living and its members and interact with members and fulfill their needs in a timely and professional manner. Additionally, they will create and process orders while selling additional Young Living products and services.

Essential Duties and Responsibilities

Essential duties and responsibilities include the following (other duties may be assigned):

• Talk with existing customers by phone or in person while recommending additional Young Living products and services for purchase
• Generate new orders through answering product and service questions by suggesting the use of other Young Living products and services to existing clientele
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Follow up with problems, questions, and concerns and get back with the member inquiring
• Talk with customers by phone or in person and receive orders for products and services
• Understand and demonstrate proper phone etiquette and grammar
• Constantly communicate with your team leader and manager, including reporting issues on behalf of members
• Sell, recommend, and promote products and services based on a logical relationship with 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, policies and procedures, account status, marketing promotions and campaigns; troubleshoot service problems
• Handle a high volume of calls covering the full range of customer service in a prompt and professional manner, obtaining all information for transaction resolution
• Effectively meet or 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 cancelations

Qualifications

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.

Education and/or Experience

• 2+ years of customer service experience is preferred.
• High school diploma or general education degree (GED) or equivalent combination of education and experience
• Computer proficiency with Microsoft Office Suites (Outlook, Excel, Word, PowerPoint) is required
• Must be able to read, write and speak English
  
• Reliable and consistent attendance is required
• Sales experience preferred

Competencies

To perform the job successfully, this individual should demonstrate the following competencies:

• Attitude Demonstrate a positive can do attitude, show motivation, must be goal oriented and a self-starter, be solution-minded rather than problem-minded
• Work Ethics Must be dedicated, responsible, hard-working, and a team player
• Oral Communication Speak clearly and persuasively in positive or negative situations, listen and get clarification, respond well to questions, demonstrate group presentation skills, participate in meeting
• Written Communication Write clearly and informatively, edit work for spelling and grammar, vary writing style to meet needs, able to read and interpret written information
• Organizational Support Follow policies and procedures, support organization’s goals and values, benefit organization through outside activities
• Strategic Thinking Develop strategies to achieve organizational goals, analyze market and competition, identify external threats and opportunities, must be able to contribute to group initiatives
• Professionalism React well under pressure, accept responsibility for own actions, follow through on commitment
• Innovation Display original thinking and creativity, meet challenges with resourcefulness, develop innovative approaches and ideas

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedures manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Computer Skills

To perform this job successfully, an individual should have knowledge of Internet software, spreadsheet software, and word processing software.

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 frequently required to sit and talk or hear.
• The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment

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.