REPORTS TO: Supervisor, Sales Force Support
EDUCATION, EXPERIENCE AND SKILLS:
Education: Secondary School Graduate, plus 2-3 years work experience
Experience & Skills:
Excellent verbal and written communication skills, Bilingual is a plus • Presents a positive, professional Mary Kay image at all times • Comfort level in dealing with people on the phone in a fast paced service environment • Must be able to work efficiently and courteously under pressure • Customer service experience • PC literate including keyboard speed and accuracy • Proven problem solving abilities • Well organized and detail oriented • Ability to work both independently and in a team environment
DUTIES & RESPONSIBILITIES:
• Receives and responds to all inbound inquiries in a courteous and timely manner • Maintains a clear, up-to-date understanding of the Mary Kay company policies, programs, and promotions, and has the ability to communicate them to the sales force in a positive manner • Performs return outbound calls to messages left on the queue voicemail and personal mailbox • Records call nature and resolutions. • Performs outbound calls to the Field at month-end to resolve "holding file" problem orders (i.e. credit card declines, error on the order or unclear/missing information preventing orders from being processed) • Consistently projects the Mary Kay image to the field, customers, and co-workers
This list is not exhaustive, and may be supplemented as necessary.