Marketing Services Customer Support Supervisor

Melaleuca: The Wellness Company; Idaho Falls (ID); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive wage & bonus program

Longevity bonus

Fitness center

Concierge service

Restaurant

Job summary

Melaleuca: The Wellness Company is seeking a Services Customer Support Supervisor in Idaho Falls to oversee the support team handling existing Melaleuca Services customers. This role focuses on resolving inquiries about service, billing, and escalations while aiming to retain customers through our tiered support program.

The supervisor will guide Specialists, ensure first-call resolutions, and maintain strong customer relations.

Qualifications

• Experience in customer service roles is required; Melaleuca experience preferred.
• Proficient in handling billing, service inquiries, and escalation management.
• 10-key by touch with 45 wpm typing.
• Strong organizational and documentation skills.
• Able to work independently and handle multiple tasks.

Responsibilities

• Receive inbound service requests and resolve on first call where possible.
• Make outbound communications to customers by phone, email, and mail to resolve concerns and retain customers.
• Handle escalated service requests from frustrated customers with a positive attitude.
• Track activities and report daily via scorecard system.
• Follow up to ensure no customer is overlooked.
• Interpret commission reports as requested by Marketing Executives.
• Collaborate with team members to achieve department goals.

Skills

Customer service

Typing 45 wpm

Written & verbal communication

Problem solving

Independent work

Prioritization & organization

Stress management

Team coordination

Math skills

Confidentiality

Physical ability to lift 40 lbs

Education

Associates Degree preferred

Tools

Outlook

Excel

Word

Job description

Company Profile

"Enhancing the Lives of Those We Touch by Helping People Reach Their Goals"

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 4,000 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 Services Customer Support Specialist to be part of our Team.

Overview

The Services Customer Support Supervisor is directly involved in supervising and working as a member of the team that handles the support, retention, and renewal of all current customers of any of the Melaleuca Services offered to Melaleuca Preferred and Direct Customers. The Supervisor oversees the daily activities of the Specialists who handle telephone customer support with existing Melaleuca Services Customers who have questions about their service, billing, technical support, change requests, or who are requesting to cancel or who have other escalated issues. The Supervisor should communicate effectively over the phone to customers in an effort to resolve customer issues on the first call and to retain as many customers as possible using our approved tiered customer support program.

Responsibilities

• Receive inbound service requests in an efficient and professional manner to resolve issues on the first call wherever possible.
• Send outbound communications to existing customers via phone, email, mail and fax in order to resolve concerns to ensure a continued good relationship with the customer.
• Process escalated customer service requests from our most frustrated customers with a great attitude and happy demeanor.
• Track and report activities daily through the scorecard statistics reporting system.
• Follow through with customer activities to ensure that no customer gets lost in the cracks or forgotten.
• Respond to Marketing Executive requests to interpret commission reports.
• Work with fellow team members in a coordinated effort to accomplish department goals.

Essential Qualifications

• Customer support or customer service experience is required and Melaleuca experience is preferred.
• Thorough knowledge of company policies, procedures, and the company marketing plan.
• 10 key by touch. 45 wpm typing.
• Detailed work and organizational skills.
• Ability to analyze problems and create solutions.
• Ability to work independently, professionally, and follow through on projects.
• Ability to prioritize and organize
• Ability to maintain confidentiality of sensitive areas.
• Written and verbal communication skills.
• Ability to work under stress.
• Proficiency with Outlook, Excel, Word and other office software.
• Sit with intermittent walking.
• Manual dexterity for such duties as stapling, collating, sorting, filing, typing, writing, etc.
• Communicate (hearing &speech) with individuals in person and by phone in a tactful and courteous manner.
• Visually read reports, computer screen, etc.
• Good math skills (add, subtract, multiply, and divide).
• Strong customer relation skills for conflict situations.
• Ability to lift a minimum of 40 lbs.
• Associates Degree preferred.
• Ability to perform the essential duties and responsibilities with efficiency and accuracy.

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. 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

• competitive wage and bonus incentive program
• longevity bonus
• fitness center
• free concierge service
• restaurant