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Client Engagement Specialist

2 months ago


Bakersfield, California, United States Wm Bolthouse Farms Inc Full time
Job Overview

POSITION: CLIENT ENGAGEMENT SPECIALIST

  • Reporting to: Director of Consumer Affairs and Customer Management
  • Travel Requirement: None
  • Location: Remote, USA
  • FLSA Status: Non-Exempt
  • Shift: 1st
  • Employment Type: Full Time - Regular
  • Compensation: $22.00/Hr

Wm Bolthouse Farms Inc is recognized for its premium quality beverages and dressings. With a dedicated workforce, we strive to deliver healthy options across the nation. To learn more about our offerings, please visit our website.

KEY RESPONSIBILITIES

The Client Engagement Specialist will engage with consumers to provide information and address inquiries, concerns, and feedback regarding our products and services.

ESSENTIAL FUNCTIONS

  • Interact directly with consumers via phone or electronic communication
  • Respond swiftly to consumer inquiries
  • Utilize company protocols to resolve consumer complaints
  • Gather and assess relevant information to address product inquiries
  • Organize tasks to meet company response timelines
  • Direct unresolved issues to appropriate resources
  • Maintain records of consumer interactions and actions taken
  • Document details of inquiries, comments, and complaints
  • Manage consumer database effectively
  • Prepare and share weekly reports
  • Coordinate with internal departments
  • Follow up on consumer interactions
  • De-escalate situations involving dissatisfied consumers with patience and support
  • Guide consumers through troubleshooting processes for products and services
  • Collaborate with fellow team members to enhance customer service
  • Assist in training new staff through shadowing or peer support
  • Adhere to call center scripts when addressing various topics
  • Identify consumer needs, clarify information, research issues, and provide solutions
  • Educate consumers about new products when opportunities arise
  • Gather relevant information to assist all departments within the organization
  • Recognize signs of mental and emotional fatigue and utilize strategies to foster a positive work environment
  • Demonstrate adaptability and resilience in implementing changes to processes and protocols as needed
  • Other duties as assigned

MINIMUM QUALIFICATIONS

  • High School Diploma/GED
  • Valid California Driver License with a clean driving record
  • 2-4 years of experience in customer service

ADDITIONAL REQUIRED QUALIFICATIONS

  • Proficient in Microsoft Office
  • Typing speed of at least 50 WPM
  • Ability to transcribe dictation
  • Competence in managing challenging situations and personalities
  • Effective verbal and written communication skills
  • Ability to work independently
  • Recognize and report trending issues appropriately
  • Strong multitasking abilities
  • Familiarity with CRM systems and practices
  • Excellent active listening skills
  • Strong organizational capabilities
  • Patient and empathetic demeanor
  • Strong time management skills
  • Maintain a positive attitude and tone regardless of circumstances
  • Adaptability to a changing work environment
  • Commitment to achieving 100% consumer satisfaction

PREFERRED QUALIFICATIONS

  • Experience in a call center environment is preferred

PHYSICAL DEMANDS

  • Ability to lift up to 20 pounds
  • Capability to sit for extended periods during work hours

WHAT WE OFFER

We provide a comprehensive benefits package designed to support the health and well-being of our employees and their families.

  • Medical
  • Dental
  • Vision
  • Group Life and AD&D
  • Voluntary Life and AD&D
  • Group Short-Term Disability
  • Group Long-Term Disability
  • Flexible Spending Accounts
  • Employee Assistance Program
  • 401(k)
  • Paid Time Off

EQUAL EMPLOYMENT OPPORTUNITY
We are an equal opportunity employer committed to fostering a diverse workforce. We encourage applications from a wide range of candidates and ensure all qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status.

REASONABLE ACCOMMODATIONS
We will provide reasonable accommodations to enable individuals with disabilities to perform essential job functions.

RECRUITMENT AGENCIES
Wm Bolthouse Farms Inc does not accept unsolicited agency resumes and is not responsible for any fees related to unsolicited resumes.