Remote Customer Care Associate

Description

***Must live in and be able to work remotely from Tennessee, Florida, Wisconsin, Alabama, Texas or South Carolina, for this opportunity. Sorry, no exceptions.***

Work with a purpose!

Can a call center really provide a purpose? Yes, we believe it can. This is not a scripted “don’t think for yourself” type of a call center. We train you, then empower you to make the best decision for each individual customer. We hear great compliments all the time that the products we sell help people live pain free, help people pick up their grandkids again, and help with disabilities and illness. That gets us out of bed every morning, and if that excites you as much as it does us, then please read on.

What would you say you do here?

Renew Wellness Brands is home to four online vitamin and supplement stores: NHC.com (NHC or Natural Healthy Concepts), ProfessionalSupplementCenter.com (PSC), CoreMedScience.com, and SimplyNutrients.com. Our customers call us to order their supplements, and we provide them with the best customer service for things like lost packages and websites issues. Whatever they need, we are here to assist them.

What’s the job?

The Customer Care Associate's primary purpose is to handle customer calls, providing the highest level of customer service while assisting with orders, providing product knowledge, answering questions, problem-solving, and selling products according to company standards. Customer Care Associates work under the direction and supervision of the Manager of Customer Care. You can expect roughly 50-60 calls per day.

Essential Functions Each Customer Care Associate Must Perform

• Answers incoming calls from customers regarding product inquiries, service questions, billing issues, and general concerns.

• Helps customers problem-solve, troubleshoots technical issues, and provides guidance on product usage and service procedures.

• Assists customers with placing orders, tracking shipments, processing returns or exchanges, and transferring medical and product exception calls to our healthcare practitioners.

• Identifies opportunities to upsell or cross-sell products or services to enhance customer value and increase sales.

• Meets or exceeds performance metrics regarding sales goals, auto ship goals, customer survey scores, conversion rates, and average order value (AOV) targets. 

• Stays informed on product knowledge, industry trends, and customer service best practices through training sessions and coaching sessions.

• Maintains regular and predictable attendance.

• Adheres to scheduled work and break times.

Core Competencies Each Customer Care Associate Will Need to Succeed

• Organization Knowledge- Understands the general workings of the company and how the Customer Care Associate contributes to the overall success.

• Problem Solving and Decision Making- Identifies and acts decisively to solve problems without hesitating to seek coaching if the situation requires clarification.

• Listening Skills– Allows others to speak and seeks to understand their viewpoints.

• Attention to Detail- Doesn't let important details slip through the cracks and seeks to minimize errors to provide the best customer service.

• Teamwork– Connects and cooperates with peers and supervisors to establish an overall collaborative working relationship.

• Change Agility– Adjusts quickly to changing priorities and conditions, coping effectively with complexity and change.

• Work Ethic- Possesses strong willingness to work hard, demonstrating honesty, responsibility, and commitment.

Current open shift: 10:30am - 7pm, Monday-Friday, plus one Saturday (9am - 5:30pm) and one Sunday (10am - 2pm) per month, .

Are you the right person?

We have a habit of telling our customers, “You’ve reached the right person”. We want them to know right away that there aren’t a series of prompts to go through, and they won't hear, “Oh you need the other department”. We answer the phone, and with little exception, we take care of the customer. The right person has a set of Core Values that closely align with ours….

1 - WOWzers. Service so good they don’t say wow, they say WOWZERS!
2 - FOF It. Find it, Own it, Finish it. You own the call and the customer. You are the decision maker.
3 - Renew and Grow. We value people who value personal and professional growth.
4 - U1Me2. You first, me second. We value those who treat others well.
5 - Do Right. In many call centers there is a right call, but a policy gets in the way. We don’t do that.

What’s in it for the right person?

• You will earn around $17-$17.75 an hour to start by earning a $14.50 fixed hourly rate + Commission on sales. The average commission in any given month is around $400-$550 (or $2.50-$3.25 per hour.)

• This is a fully remote position!

• Work / Life balance. There is no endless pressure for overtime. This is mostly a 40 hour a week job, but you'll be expected to rotate one Saturday and one Sunday each month, so there is a little overtime. With no commute, you’ll have more time for family, friends, and hobbies.

• Six company paid holidays and three floating holidays to use at your request.

• PTO accrued on a monthly basis, beginning with 8 hours per month and increasing with length of service.

• 401k with a company match- we match 100% of the first 3% and 50% of the next 2% you contribute.

• Medical, dental and vision plans, as well as company paid group term life insurance and short/long term disability.

• Employee Discount- 40-50% lower than retail prices, on average, on 25,000+ natural health products.

• Sixteen hours of company paid Volunteer Time Off annually to volunteer with a non-profit [501(c)3] organization of your choice.

• Fitness membership discounts depending on state of residence.

• Access to Perks At Work, our employee perk program.

This is a 100% remote job, so you will need to have certain items. You supply:

• A quiet space to work and talk on the phone from home

• High speed internet- minimum speed 5Mbps down and 3Mbps up

• Locked / secure WIFI

• Dual monitors + cables

• Keyboard and mouse

We supply:

• Computer (w/ power cord)

• Wireless headset (w/ power cord)

• Webcam

• Paid training via Zoom

Requirements

• Must have High School Diploma or equivalent.  

• Must live in and be able to work remotely from Tennessee, Florida, Wisconsin, Alabama, Texas or South Carolina, for this opportunity. 

• At least 2 years of call center experience preferred, but not required.

• A background check and drug screen will be required upon job offer acceptance. A conviction will only be considered if it is substantially related to the position accepted.