Customer Service Representative

POSITION SUMMARY

Customer Service Representatives are responsible for responding to customer questions, complaints, suggestions and comments via telephone, email and our various social media platforms. Customers contact Muscle & Strength regarding a wide variety of issues ranging from order tracking to general information about fitness. To respond to customers effectively, Customer Service Reps need to be knowledgeable about the products sold on the website and about fitness, workout programs, healthy eating and supplementation. Being able to multi-task, prioritize and work effectively under pressure are essential requirements for this position. It also requires excellent communication skills, not just so that Customer Service Representatives are able to effectively converse with customers over a variety of mediums, but also because the position involves good communication with other Muscle & Strength team members both within and outside of the Customer Service Team.

ESSENTIAL DUTIES/RESPONSIBILITIES

· Fielding and responding appropriating to incoming telephone calls from customers, members of the public, and colleagues from associated businesses who contact our Customer Relations department

· Monitoring of the customer service email inbox. Respond to emails appropriately and promptly with proper and appropriate grammar as they are representing the M&S brand

· Monitoring and responding to customer interactions on social media platforms such as Facebook, Twitter and Instagram

· Responding to customers and members of the public who contact Muscle & Strength via any other medium including mail and fax or in person

· Investigates and solves customers' problems

· Handles product exchanges, returns and refunds

· Keep up-to-date with changes to Muscle & Strength's products and resources to advise customers

· Ensure accurate record keeping of discussions/correspondence with customers

SUPERVISORY RESPONSIBILITIES

N/A

QUALIFICATIONS

· High School Diploma or equivalent is required

· Excellent English language skills required. Proficient Spanish language skills a plus

· Knowledge of workout programs and nutritional supplementation a distinct advantage

· A background in areas such as personal training or participation in competitive bodybuilding/fitness is a definite advantage

· A willingness to learn about the products we sell through our online store absolutely essential

· Previous customer service experience (of 6 months or more) is preferred although a high level of enthusiasm for the job and demonstrated passion for fitness may compensate for lack of experience

· Exceptional communication and verbal skills

· Good computer skills and a willingness to learn the systems and software we use

· Excellent multitasking and follow up skills

· Ability to work independently and as part of a team

· A general interest in fitness strongly preferred

· Able to type 40 wpm

WORK ENVIRONMENT AND PHYSICAL DEMANDS

· The requirements of the job include the ability and willingness to remain stationary (seated) at a desk, constantly operating a computer (typing/using a mouse/looking at a monitor), for extended periods of time up to 90% of the full work shift.

· The ability to use a telephone/headset, whilst simultaneously using a computer, to interact with callers; and the ability and willingness to work in a busy environment with a high level of noise.

· The person in this position needs to occasionally move about inside the office and warehouse and frequently communicates with customers and other employees so must be able to exchange accurate information in these situations.

· This job operates in a professional office environment where the use of standard office equipment such as computers, phones, and filing cabinets is required.

Job Type: Full-time

Pay: $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person