Customer Care & Retention Specialist — Wellness Brand

Hire East Idaho; Rexburg (ID); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

$100 of free Melaleuca products every

Job summary

Melaleuca is a values-driven wellness company seeking a dedicated customer care professional in Rexburg, ID. You will handle customer calls with professionalism, document interactions, and collaborate across departments to resolve issues, always aiming for complete satisfaction.

Join a fast-paced team on a feel-good lifestyle brand, with opportunities for growth, training, and a supportive culture. Expect long-term employment with benefits and a company that values you and your family.

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

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.
• Forwards logs pertaining to shipping problems, customer concerns, and requests to appropriate department.
• 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, CanadaPost, 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.
• Assists Customer Care during heavy call periods.
• Assists other departments in completing month end tasks.
• Performs other duties as assigned or needed

Skills

Typing 40 wpm

10 key touch

Interpersonal skills

Customer service

Problem solving

Communication

Work under stress

Independent work

Attention to detail

Team collaboration

Job description

Melaleuca is a values-driven wellness company seeking a dedicated customer care professional in Rexburg, ID. You will handle customer calls with professionalism, document interactions, and collaborate across departments to resolve issues, always aiming for complete satisfaction.

Join a fast-paced team on a feel-good lifestyle brand, with opportunities for growth, training, and a supportive culture. Expect long-term employment with benefits and a company that values you and your family.