Job Description

Optimal Support Specialist

Are you a motivated and organized team player? Do you value health and helping others? If you want to work with other like-minded individuals, we would love to have you join our Seeking Health team!

Reports To: Voice of the Customer (VoC) Manager

Job Classification: Full-time (40 hours/week) Hourly Non-Exempt

Location: Bellingham, WA

Workdays: Monday-Friday

Work Hours: During regular business hours (7:30am - 4:00 pm Pacific Time), or as assigned by management

Position Summary

Responsible for acting as a liaison between customers and company. Assist with complaints, orders, errors, account questions, billing, cancelations, and other queries.

Duties/Responsibilities

• Adhere to Seeking Health's Core Values.
• Respond to phone calls, text messages, voicemail, Live chats, and emails.
• Maintain customer records by updating account information.
• 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.
• Resolve all PayPal disputes.
• Process all incoming returns and refund for customer service.
• Respond to all negative reviews 3 stars or less.
• Respond to negative customer feedback in NPS.
• Respond to customers on social media.
• Adhere to other duties as assigned.

Qualifications, Requirements and Preferences

• High school diploma or equivalent required.
• Vitamin and supplement knowledge are highly preferred.
• 3+ years of experience in a call center or related field required.
• Proficient in Microsoft Office and other related software.
• Ability to multi-task, solve problems, manage time, and prioritize tasks.
• Require an elevated level of communication skills (verbal and written).
• Demonstrate an elevated level of organizational skills and attention to detail.
• Maintain professionalism during stressful situations.
• Ability to work independently and as part of a team.
• Ability to investigate and research to find the most accurate answers to customers' inquiries.

ADDITIONAL NOTES

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. Working conditions are normal for an office environment with occasional warehouse environment functions including sitting, standing, bending, reaching, walking, lifting up to 50 lbs, etc. The position may require flexible hours with the occasional weekend and evening work.

This position description describes the duties and responsibilities for employment in this position. I acknowledge that I have received this position description and understand that it is not a contract of employment. I am responsible for reading this job description and complying with all job duties, requirements, and responsibilities contained herein, and any subsequent revisions.

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