• Leader Support Representative

    Job Locations US-FL-Doral
    ID
    2019-1146
    Category
    Customer Service/Support
    Type
    Full-Time
  • Company Overview

     
     
    A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
     
    Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
     
    Some of the employee benefits we offer in Alcora are:
     
    *100% paid medical, vision, and dental coverage for employees
    *Paid time Off                           
    *Paid holidays
    *Matching 401k                
    *Free Gym Membership

    Job Summary

    The MONAT Leader Support Representative ensures the proper functioning of the Customer Care Department assisting with technical issues, problem solving and escalated situations. And keeps the management informed about calls and trends.

    Responsibilities

     

    • Answer escalation inbound phone calls, make outbound calls, respond to e-mail, and manage chat sessions as assigned in accordance with established service level objectives.
    • Handle a complete range of inquiries with an exceptional quality of interaction, clarifying root cause of problems, researching answers, providing solutions, and exploring alternatives.
    • Provide product, program, compensation plan, and business information as necessary.
    • Assist with order processing, enrollments, and setting up new customers; issue RMAs if needed.
    • Provide basic technical support for the back office systems; escalate advanced issues to the IT Support staff.
    • Identify, report, and follow-up on website issues to ensure corrective action is taken.
    • Provide daily updates to department management regarding the overall nature of inbound calls and e-mail and any trends or concerns detected.
    • Escalate unresolved problems when necessary.
    • Document all contact information according to Standard Operating Procedures.
    • Represent the MONAT brand, maintaining a professional, competent, and positive demeanor at all times.
    • All other duties as assigned

    Qualifications

    • Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
    • Very strong interpersonal skills and the ability to build relationships with stakeholders, including staff and external partners.
    • Expert level written and verbal communication skills.
    • Emotional maturity.
    • Highly resourceful team-player, with the ability to also be extremely effective independently.
    • Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
    • Demonstrated ability to achieve high performance goals and meet deadlines in a fast paced environment.
    • Customer Service—Excellent telephone personality and style; exceptional understanding of customer service principles and practices.
    • Written and Verbal Communication Skills--Conveys written information clearly and effectively through both formal and informal documents.  Conveys information orally, in such a way that the recipient(s) comprehends the message.
    • Listening—listens for clear comprehension and understanding of the customer’s needs.
    • Problem solving—Generates effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs.
    • Organization and Administration—Uses system and tools to complete each transaction completely and with maximum efficiency in compliance with standard operating procedures.
    • Speaks and writes proficiently in English.
    • Team Player--Demonstrated ability to work with others in a collaborative environment.
    • Ability to work in a fast pace continuously changing working environment.