Job Description

Truvy is a devoted nutrition and wellness company that encourages people to live healthier lives by offering a wide variety of health and wellness products online. We put our focus on creating quality, innovative products to support weight loss maintenance, energy, natural beauty, blood levels, and much more.

Customers can buy quality health and wellness products online or exclusively through a Truvy Associate around the globe. Our mission helps support a healthy lifestyle and gives individuals the opportunity to make money through our culture and business opportunities.

JOB DESCRIPTION: A CUSTOMER SUPPORT AGENT at Truvy serves customers via inbound phone calls, chats, texts, and tickets providing excellent customer service resolving product and service concerns in a positive environment. The customer service agent will receive, document and resolve customer complaints and/or problems. A typical inquiry would include placing and tracking orders, creating new customer accounts, navigating and using 3rd party websites. It is the responsibility of the agent to protect the company’s policies and follow the correct procedures. Agents report to their shift supervisors and productivity is tracked by end of shift stats . Agents and supervisors have one-on-one reviews and coaching sessions.

RESPONSIBILITIES:

• CALLS – Answer all inbound calls promptly. Identify and resolve customer’s needs. Documenting the account detailing the changes made or what was discussed on the call even if no changes were made.
• CHATS- Answering all inbound chats using proper grammar and professionalism. Being able to multi-task by interacting in a minimum of 3 chats at a time. You may not preview chats and take the simple ones- all chats must be answered by the ‘Serve Now’ button.
• TEXTS- Answering all texts promptly. Being able to multi-task by interacting in a minimum of 3 texts at a time. You may not preview texts and take the simple ones-all texts must be answered on a first come basis.
• TICKETS- Answering all tickets with a professional and in-depth response. Every ticket needs a greeting, resolution and an explanation of why that resolution was provided. Tickets are expected to be done in between calls.
• RETENTION LOG- You are expected to work on the Retention Log once all tickets have been answered and there are no calls/chats/texts pending. This will be emailed in an excel file, fill in the resolution line and send back to me once completed.
• TEAMS- Teams is our communication method. Be sure to use this to request breaks, ask questions, communicate with management or other coworkers. Remember to ask questions to your direct supervisors prior to reaching out to other departments. We have created groups to help direct you.
  • CS BREAKS- This is used for communicating breaks. You must communicate going and back along with getting permission prior to breaking.
  • CS QUESTIONS- Any questions you have! Please answer any questions that are asked that you know the answers too.
  • CS UPDATES- Management will put any useful information in here. Check this daily at the beginning and throughout your shift.

QUALIFICATIONS:

• Customer Service experience
• Multi-Level Marketing experience preferred
• Excellent communication skills both verbal and written
• Candidate must practice active listening and pay attention to detail
• Candidate must be coachable and be able to adjust to changes quickly

SHIFTS AVAILABLE:

• Monday-Friday 8am-4pm & 12pm-8pm
• Candidate must be able to work a rotating Saturday

Company Description

If you feel like you are the right fit for the team, send us your resume and let us know!