Position: Bilingual Customer Care Representative

Grade Level: 6

Summary of Role

Reporting to the Customer Care Manager, the Bilingual Customer Care Representative provides the highest level of proactive customer care and support to both internal and external customers.

KEY RESPONSIBILITIES

• First point of contact for Retailers, Brokers & Account Representatives for orders, credits, inquiries and issues

• Provide accurate, valid and complete information by using the right methods/tools

• Handle incoming orders from Happy Fox ticketing system and process via our automated order entry software or directly into ERP system

• Review alerts from automated Order Entry software and work closely with Customer Care Specialist to resolve

• Provide support for all product/delivery complaints

• Handle inbound calls and inquiries, make outbound calls to Retailers and Account Representatives as needed

• Handle Chat inquiries

• Various Account Maintenance tasks

• Overseeing the transfer of inbox handling responsibilities and redistributing

• Work closely and collaborate with various departments at Purity Life

• Participates in upsell opportunities

• Running/refreshing various reports, as needed for order management and follow up

• Promote Customer Link and assist with problem report follow up

• Available to work occasional Sunday shift (2 hours)

• Other duties/projects as assigned

QUALIFICATIONS:

• College Certificate or Diploma

• 1-2 years related experience

• Team player

• Strong Organizational & Problem-Solving Skills

• Flexibility and adaptability to shifting timelines/ tasks

• Solid Written and Verbal Communication skills

• Proficient with Microsoft Office application, particularly Excel