Customer Service Representative (Email and Live Chat)

Location: Eugene, Oregon

General Description: Mountain Rose Herbs is seeking qualified and enthusiastic individuals to become part of our Customer Service Representative team. 

This is a full-time position. This position is primarily written communication and customer service provided via email and live chat. We require exceptional customer service skills, fast and accurate typing, a cheerful demeanor, the ability to switch between tasks rapidly, and a general interest in herbal knowledge. The schedule for this position includes both Saturday and Sunday.

Must have weekend availability as part of your full-time (40 hours a week) schedule. 

The starting wage for this position is $18.00/hr. including the shift differential

***Staff hired for a swing and/or weekend shift receive a $1/hr. shift differential 

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

1. Dependability: is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback for improved performance.
   
   
2. Following MRH procedures and protocols, including policies set out for the Customer Service department.
   
   
3. Strong familiarity with our website and other Mountain Rose Herbs programs and printed materials.
   
   
4. Familiarity and understanding of the information provided in the CSR Manual and in-person training.
   
   
5. Proficiently and efficiently handle the daily flow of emails and/or incoming live chats.
   
   
6. Accurately answer product and order questions with correct application of policy and procedure.
   
   
7. Understanding and correct usage of databases, programs, and electronic communication systems.
   
   
8. Learning the ever-changing product updates and CS policies/procedures.
   
   
9. Learning and having a working understanding of company messaging, and correct usage and application of standard verbiage for common inquiries.
   
   
10. Continual herbal/natural product knowledge, including ongoing learning about the expanding MRH product lines.
    
    
11. Proficient understanding of basic office procedures to include expedites, discount schedules, cancelations, cut-off times, etc.
    
    
12. Developed understanding of other departments: Claims & Returns, Wholesale, International, QC, etc.
    
    
13. Communicate with multiple departments (via radio, email, chat and phone) to answer questions, obtain information, and share feedback.
    
    
14. Computer applications: MS Outlook, Teams, Sharepoint, Word, and Excel. FileMaker, HubSpot, BigCommerce (website platform), ZenDesk (phone, email, live chat program), and other internet-based apps/programs and offline systems. The expectation should be that programs and systems may change, and new ones may need to be learned.
    
    
15. Understand where to direct communication based on inquiries and problems as well as to whom to direct questions that aren't readily answered by office management.
    
    
16. Correctly and efficiently perform side tasks as needed.
    
    
17. Be willing to effectively document and communicate any issues or problems that arise during weekend shifts and learn when to reach out to Customer Experience Director with emergencies.
    
    
18. Willingness to be trained on/use 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.

• Must have the ability to perform quick and accurate work with a strong attention to detail and efficiency.
• Must have the ability to communicate competently with Customer Service Director, Customer Service Supervisor, and Leads, particularly for any questions, concerns, or issues that arise.
• Exhibit exceptional customer service skills and a professional and cheerful demeanor with customers as well as fellow MRH staff.
• The ability to follow instructions and work well with others in a team orientated environment.
• Be comfortable working independently with minimal supervision.
• Ability to learn, retain, and appropriately apply detailed information quickly.
• Effective written and oral communication skills.
• Exhibit accurate and efficient typing skills with an emphasis on correct grammar and punctuation.
• Basic knowledge of computer operations to include typing skills, internet research, and ability to work in multiple programs simultaneously.
• Possess a basic interest in herbal products as well as a willingness to learn more.
• Position requires the ability to "shift gears" at a moment's notice and have a professional attitude.