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Customer Care Representative

Hay House – Carlsbad, CA

Job Summary

We re looking for an experienced individual to join our Customer Support Team. In this role you will be responsible for interacting with our customers via phone, email, live chat and on social pages to provide and process information in response to inquiries, concerns and requests about our products. You will also be accountable for delivering outstanding customer service in a timely and efficient manner and with a demonstrated commitment to overall customer satisfaction.

Primary Duties and Responsibilities

  • Resolve product or service problems by clarifying the customers complaints; 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.
  • Contribute to team effort by accomplishing related results as needed.
  • Manage large amounts of incoming calls, live chats, emails or social media pages.
  • Go the extra mile to engage customers.
  • Assist with placement of orders, refunds, or exchanges.
  • Resolve customer support escalations via phone, email, live chat or social media.
  • Communicate with customers to verify account information, cancel, upgrade, an manage accounts.
  • Work with the Customer Support Manager to ensure proper customer service is being delivered.
  • Troubleshoot and resolve technical issues.
  • Communicate and report all user feedback quickly and concisely to the department management so that we can continually improve user experience.
  • Follow and maintain company standards, policies and procedures during all customer interactions.
  • Daily phone, email, live chat corresponds with customers to supply excellent service.

Skills, Knowledge & Abilities

  • Available to work shifts outside of normal business hours.
  • Knowledge of customer service principles and best practices.
  • Excellent communication and writing skills.
  • Ability to problem solve, trouble shoot and provide excellent technical support for online products.
  • Ability to effectively multitask and prioritize responsibilities.
  • Ability to manage large amounts of incoming calls, live chats, emails or social comments/messages.
  • Strong attention to detail.
  • Strong drive to success in a team environment.
  • Experience using Zendesk, live chat, Magento and Sprouts Social are highly desired.

Education and/or Experience

  • High school diploma, general education degree or equivalent with 2 or more years of experience providing support through email, chat, etc. for a consumer related company.
  • Prior experience in providing support through inbound calls, emails, social, and live chats.

Physical Demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus in order to read.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically an open office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Disclaimer

This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this position description changes the at-will employment relationship existing between the Company and its employees. Distribution of this item outside of the Company without an authorized release is a violation of Company policy.

About Hay House

Hay House is one of the fastest-growing mind-body-spirit and transformational enterprises in the world, selling our products and services in more than 35 countries. Our company currently publishes approximately 300 books and 350 audio programs by more than 130 authors, and employs a full-time staff of 100-plus. Hay House is a medium-sized media company bringing in big-name authors and teachers such as Louise Hay | Wayne Dyer | Doreen Virtue | Gabrielle Bernstein | Iyanla Vanzant | Jerry & Esther Hicks | Kris Carr | Jorge Cruise | Marianne Williamson | Caroline Myss | Nick Ortner | Cheryl Richardson | Christiane Northrup and many more who are attracted to our innovative approach to engaging with readers and students in the 21st century.

Hay House has offices in Carlsbad, CA, Austin, TX and New York, NY with international divisions in Australia, the United Kingdom, and India.

Job Type: Full-time

Salary: $16.00 to $18.00 /hour

Experience:

  • Customer Service Management Software: 1 year (Preferred)
  • inbound customer support: 1 year (Required)

Work authorization:

  • United States (Required)

Work environment:

  • Call center

Communication method(s) used:

  • Email
  • Phone
  • Chat

Benefits offered:

  • Paid time off
  • Parental leave
  • Health insurance
  • Dental insurance
  • Healthcare spending or reimbursement accounts such as HSAs or FSAs
  • Other types of insurance
  • Retirement benefits or accounts
  • Education assistance or tuition reimbursement
  • Gym memberships or discounts
  • Employee discounts
  • Flexible schedules
  • Workplace perks such as food/coffee and flexible work schedules
  • Others

Job Duties:

  • Answer incoming customer inquiries
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Record customer information within our customer service database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company s customer service policies
  • Other duties as requested

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