Marketing Services Customer Support Supervisor

Melaleuca, Inc.•Idaho Falls, ID

10d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Melaleuca experience is preferred.

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.