Customer Service Representative

PLEASE NOTE: This job posting is for an on-site in-office position at our Headquarters, located in Orlando, Florida. Please do not apply if you are unable to reliably commute to and from our offices. Please do not apply if you do not meet the required knowledge, skills, abilities, and minimum qualifications.

Position Purpose and Objectives

The Customer Service Representative (CSR) projects a professional and positive company image through phone, email and chat interactions. The CSR responds to orders, general customer inquiries, invoice questions, and customer complaints or concerns.

Essential Job Functions

• Answers phones, process orders (SAP) and respond to product and service questions in a positive, empathetic and professional tone
• Investigates, identifies, researches, and resolves customer issues using SAP and other available tools
• Follow-up on customer inquiries not immediately resolved
• Provides credit or sends replacement products due to errors
• Accurately and thoroughly document accounts and orders with important information pertaining to orders, replacements, errors, refunds or customer concerns
• Provides navigation and registration assistance for WholeScripts.com for patients and practitioner
• Completes Invoicing/Shipping Error Forms
• Monitors open customer orders and corrects blocked sales documents
• Reviews product information emails and keeps on file for future reference
• Logs all complaints and adverse events in XYMONET
• Comprehends and follows company and department standards, guidelines and SOPs
• Performs quality self-assements and reviews calls for coaching sessions
• Transfers customer calls to appropriate staff or department
• Other duties as assigned

Knowledge, Skills, and Abilities Required

• Must be computer literate, with the ability to learn customer service software applications
• Duties require professional verbal and written communication skills, and the ability to type 30 WPM

Working Conditions

• Working conditions are normal for an office environment
• It is a high-pace inbound call center

Minimum Qualifications

• Basic reading, writing, and arithmetic skills required
• High school diploma or equivalent

Success Factors

• Excellent Oral and Written Communications Skills – Writes and speaks clearly and informatively; listens and gets clarification; able to read and interpret written information
• Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness
• Keeps work area clean and organized
• Ability to accept and implement constructive criticism and corrections
• Dependability, commitment and initiative
• Good attendance
• Maintaining an attitude that allows for a great working environment
• A positive attitude and strong work ethic

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Vision insurance

Work Location: In person