General Description:

This is a full-time, fast-paced position which requires working under strict deadlines. This position is primarily phone service (35-70+ incoming calls per day). Product and policy questions are answered, electronic orders and payment information is taken, accurate data entry is performed. This job requires the ability to work quickly and efficiently with a keen eye for quality and detail.

The starting wage for this position is $18.00/hr.

The schedule for this position is Monday through Friday 7:30am- 4pm

Knowledge, skills, and abilities required:

•        Perform quick and accurate work with a strong attention to detail and efficiency.
•        Communicate competently with their supervisors/coworkers for any questions, concerns or issues that arise.
•        Excellent customer service skills with both customers and MRH (Mountain Rose Herbs) coworkers.
•        Stay focused and multi-task in a busy environment.
•        Learn, retain, and appropriately apply detailed information quickly.
•        Work independently with minimal direct supervision.
•        Type accurately and efficiently with an emphasis on correct grammar and punctuation.
•        Work in multiple computer programs simultaneously.
•        Possess a basic interest in herbal products as well as a willingness to learn more.
•        Follow instructions and work well with others in a team orientated environment.
•        Shift gears at a moment's notice and maintain a professional demeanor in a fast-paced environment.

After initial training period: Customer Service Phone Representatives must demonstrate a working knowledge and comprehension in the following areas:

1.       Be dependable - consistently at work and on time, follow instructions, and respond to management feedback.

2.       Be proactive - continue to develop skills, gain additional knowledge, and solicit feedback for improved performance.

3.       Follow MRH procedures and protocols, including policies set out for the Customer Service department.

4.       Demonstrate a strong familiarity with our website and other MRH programs and printed materials.

5.       Display a familiarity and understanding of the information provided during initial training and in the CSR Manual.

6.       Proficiently and efficiently handle the daily workflow of phone calls and call-backs

       Meeting the minimum requirement of 35 incoming calls per day.

7.       Understand the correct usage of databases, programs, and electronic communication systems.

8.       Learning and having a working understanding of company messaging, and correct usage and application of standard verbiage for common inquiries.

9.       Continual herbal/natural product knowledge, including ongoing learning about the expanding MRH product lines.

10.  Show competency with common computer applications: MS Outlook, Teams, SharePoint, Word, and Excel. FileMaker, BigCommerce (website platform), Zoho (phone, email, live chat program), and other internet-based apps/programs and offline systems.

11.  Take orders and answer product questions over the phone.

12.  Correctly placing orders while demonstrating knowledge of shipping methods, time frames, and any applicable discount structures.

13.  Proficient understanding of basic office procedures including expedites, discount schedules, cancelations, cut-off times, etc.

14.  Basic understanding of other departments: Claims & Returns, Wholesale, Marketing, QC, etc.

15.  Communicate with multiple departments (via radio, email, chat and phone) to answer questions, obtain information, and share feedback.

16.  Understand where to direct calls based on inquiries and problems as well as to whom to direct questions that aren't readily answered by office management.

17.  Correctly and efficiently perform side tasks as needed.

18.  Willingness to learn and perform new procedures, equipment, and technologies.

19.  Other duties as assigned.

Physical Requirements:

• Must be able to sit for periods of time while either on the phone and/or performing data entry duties (typing, using a mouse, etc.).
• Minimal physical requirements to include associated standing, bending, and/or stooping to complete routine office tasks.
• Continual physical requirements of sitting or standing to perform standard office job duties.