Customer Service Representative (Email and Live Chat)

Location: Eugene, Oregon

General Description: This is a full-time, fast-paced position which requires working under strict deadlines. This position requires primarily written communication and customer service provided via email and live chat. 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. (including the $1/hour shift differential)

The schedule for this position will include both weekend days.

Knowledge, Skills, And Abilities Required
? Be dependable - consistently at work and on time, follow instructions, and respond to management feedback.
? Be proactive - continue to develop skills, gain additional knowledge, and solicit feedback for improved performance.
? Follow MRH procedures and protocols, including policies set out for the Customer Service department.
? Demonstrate a strong familiarity with our website and other MRH programs and printed materials.
? Display a familiarity and understanding of the information provided during initial training and in the CSR Manual.
? Proficiently and efficiently handle the daily workflow.
? Understand the correct usage of databases, programs, and electronic communication systems.
? Learning and having a working understanding of company messaging, and correct usage and application of standard verbiage for common inquiries.
? Continual herbal/natural product knowledge, including ongoing learning about the expanding MRH product lines.
? 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.
? 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.
? Accurately answer product and order questions with the correct application of policy and procedure.
? Proficient understanding of basic office procedures including expedites, discount schedules, cancelations, cut-off times, etc.
? Developed understanding of other departments: Claims & Returns, Wholesale, International, QC, etc.
? Communicate with multiple departments (via radio, email, chat, and phone) to answer questions, obtain information, and share feedback.
? Correctly and efficiently perform side tasks as needed.
? Be willing to effectively document and communicate any issues or problems that arise during any shifts outside the regular Monday-Friday business schedule and learn when to reach out to Customer Experience Director with emergencies.
? Willingness to learn and perform new procedures, equipment, and technologies.
? Other duties as assigned.

After initial training period: Customer Service Email/Chat Representatives must demonstrate a working knowledge and comprehension in the following areas:
? 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.

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.

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