1+ months

Customer Service Associate II

Arbonne
Addison, TX 75001
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  • Job Code
    123779383

Overview

The CSA II Back Office Associate will be responsible for processing and completing Return Merchandise Authorizations (RMA), Product Claims, Emails, and Supporting Vendor Partnerships. Effectively partner with other CSAs, Supervisors, and other departments as needed to complete returns in a timely manner and create a hassle-free experience for the customers.

VP Support Associate is to provide white glove service to our top tier Consultants. This includes responding to inquiries from multiple contact channels (phone, email, chat ) and resolving issues, handling escalated situations for both customers and company executives, and effectively relaying the details of complex commissions' structures, promotions, and incentives.

**This postion is temporarily remote due to COVID-19

Must be flexible between operational hours M-F 8a-10p occasional Satudays 8a-5p



Responsibilities

Primary responsibilities include, but are not limited to:

  • Answer inquiries and resolve complex issues using available resources
  • Act with empowerment and ownership ensuring customer satisfaction
  • Handle escalations directly from VPs or company executives
  • Must have a clear understanding of business rules, terms and conditions, and policies/procedures regarding the Success Plan
  • Remain current on internal work processes, programs, procedures and product knowledge
  • Responsible for providing offline support to customers, through various returns requests.
  • Accurately file and document return requests, in various systems such as Core/Commerce Manager and the various shared drives and databases used.
  • Perform all related paperwork regarding returns (Batching)
  • Assists Supervisor and Manager with special projects as needed
  • Must have a clear understanding of business rules, terms and conditions, and policies/procedures regarding returns.
  • Partner with the training department, in the capacity of a SME (subject matter expert), to assist with the training of Returns/Product Claims Handling, during new hire sessions
  • Be available for inbound calls consisting of product claims, returns and vendor inquiries.
  • Must meet Productivity standards
  • Must meet Quality standards
  • Must meet Key Performance Indicators
  • Assist with answering calls on other queues and email as needed to maintain service level



Qualifications

High School Diploma or equivalent required; Associates or Bachelor's degree desirable
Level I and II CSA experience, preferably in a contact center
Must be proficient or better in computer knowledge, including Microsoft Office Suite
Ability to learn and utilize a variety of computer software programs
Basic math skills required
Demonstrates flexibility with deadlines and tasks
Ability to work independently, with little or no supervision
Maintain positive and upbeat attitude towards CSAs and Consultants at all times
Must be able to handle sensitive info with confidentiality
Demonstrate good problem solving and trouble shooting skills
Must be able to adapt to changes
Must be able to follow established processes and business rules
Capable of managing simultaneous projects
Must be capable of working a flexible schedule, weekend hours, and overtime hours when needed
Must demonstrate and maintain an excellent record of punctuality and attendance
Bi-lingual is a plus

Level and Final Position

Will be determined based on years of experience and interview assessment placement

Arbonne International is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, sexual orientation, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law. At Arbonne International it's about each person bringing passion and skills to a dynamic and inclusive workplace



PI123779383
Posted: 2020-09-17 Expires: 2020-10-19

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Customer Service Associate II

Arbonne
Addison, TX 75001

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