Job Description

Description

Reports to: Director of Compliance and Customer Care

FLSA Status: Non-Exempt

Department: Customer Care

Job Title: Customer Care Agent

Location: Lehi/Corporate 

Direct Reports: N/A

General Summary: The Customer Care Agent is responsible for providing exceptional support to Brand Ambassadors, Brand Affiliates, and Customers through multiple channels, including phone, chat, and email. The role involves addressing inquiries related to account management, product information, shipping, technical issues, and compensation plans. Agents are expected to resolve customer concerns efficiently, escalate complex issues when necessary, and ensure customer satisfaction by following up on resolutions. Success in this role requires meeting daily performance metrics, maintaining a professional demeanor, and continuously developing skills through training and certification.

Essential Job Functions:

• In Customer Care, an essential function of the Agent role is to answer cases in ANY language or channel we offer, including phone, chat, and email. 
• Assist Brand Ambassadors, Brand Affiliates, and Customers in a friendly and professional manner in the following areas: 
• Pay Plan Questions
• Shipping changes or questions
• Custom Cart questions
• Product questions/suggestions 
• Technical support
• General account questions
• All other customer service needs
• Resolve product or service problems by clarifying at 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. 
• Seek assistance from other members of the department if the Agent does not feel they have sufficient knowledge or training to best assist the Customer. 
• Attend all training courses and pass associated tests to achieve Tier 1, Tier 2, and Tier 3 Agent qualifications. 
• Be here on time with a “Ready to Serve” mindset. 
• Meet Metrics set by leadership. 
• Meet/Exceed Working Rate expectations on a daily basis. 
• Required in office attendance three days per week: Monday, Tuesday, and Thursday. Remote work is available Wednesdays and Fridays. 

Requirements

• High School diploma or GED. 
• Fluency in French - both written and spoken - is required.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers. 
• Ability to type a minimum of 35 words per minute with 90% accuracy. 
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices. 
• Familiarity with basic usage of web browsers and email. 
• Ability to multitask and problem solve using the available tools and information. 
• Strong customer support skills: including documentation, active listening, conflict resolution, phone etiquette and information analysis. 
• Exhibit advanced interpersonal skills. 

Preferred Qualifications

• Associate degree.
• Ability to type at least 50 WPM with 90% accuracy. 
• Familiarity with Zoho or similar case handling programs. 
• Excellent computer proficiency (MS Office – Word, Excel, and Outlook). 
• Previous experience with cosmetics or MLM company.

Working Conditions & Physical Requirements

• Agents work at cubicles on desk chairs with two monitors. Chairs of different styles and supports of various types can be provided. 
• Ability to sit at computer for 6+ hours. 
• Ability to use a computer monitor for 6+ hours. 

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