Elite Customer Service Representative (L1)

REPORTS TO: Customer Service Manager

This role is responsible for overseeing the Evogen support team, delivering online assistance to customers through social media, online chat, phone, and electronic communications, as well as handling business-to-business sales. Leveraging a solid understanding of customer experience management and sports nutrition products, the individual will recruit, manage, and motivate the Evogen Elite Customer Service Representative team. Furthermore, this position facilitates direct communication and troubleshooting with upper management, team members, and customers to ensure a positive and satisfactory experience when ordering through Evogen Distribution and the Business-to-Business community.

RESPONSIBILITIES:

• Fully commit and represent the Evogen Nutrition brand with all customers every day (at the highest level/white glove mentality)
• Elevate the Customer experience for all Evogen Nutrition clients
• Answer incoming calls and general support tickets
• Effectively handle specialty tasks associated with customer contact (customer order notes, voicemails, e-mails, etc.)
• Process returns and adhere to RMA processes
• Manage and document claims processing for FedEx, UPS, etc.
• Complete cross training programs within customer service and other departments
• Product and regulatory cross training curriculum: to support and understand other roles within the Evogen Elite Service, Ambassador/Affiliates, and Athlete teams

*Service Reps may be asked to support other areas of the company, as needed

• Warehouse fulfillment support (candidate will spend time in the warehouse upon starting this position to better understand the entire process from inception of an order through the order leaving the building).
• Marketing special projects
• Provide support at special events by offering customer service and product knowledge
• Learning required product knowledge to effectively communicate and provide suggestions to Evogen's customers

SKILLS & QUALIFICATIONS:

• Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team
• Explain processes to new team members and advise on best practices

REQUIREMENTS:

• High school diploma or GED equivalent. Associates degree and/or accredited personal training certification
• At least 1 year of previous experience in eCommerce customer service preferred
• Excellent written and verbal communication skills
• Ability to thrive in a rapidly paced environment
• Works well in a high-energy setting with an upbeat team
• Strong attention to detail, self-motivated work style
• Savvy computer/internet skills & adequate typing skills
• Strong organizational & problem-solving skills
• If you are a qualified candidate interested in applying, please provide a resume and cover letter describing your previous experience and goals. A cover letter is required to be considered for this position.

Experience with the following platforms desired:

• CRM - Salesforce
• Gorgias
• Sub & Save - Subscription Service
• UPS, FedEx, etc.
• Shopify
• Monday.com

Preferred Qualifications:

• 1-2 years of previous customer service experience.
• Interest in health and nutrition and/or fitness implements
• Post high-school education
• Experience with: CRM, Shopify, Gorgias, SmartSheet, UPS/FedEx

Must be comfortable sitting or standing for a length of time. Must be able to lift and move 50 lbs when necessary

Must be flexible and able to attend company events as needed by the business

This job description provides a general outline of the typical duties and qualifications for the customer service manager role. However, responsibilities and requirements may change based on the needs of the organization.

Rapidly expanding Sports Nutrition Company who has been around for almost 20 years. Sold Worldwide 74+ countries. Relocated in 2022 from CA to TX. CEO/Founder, Hany Rambod, 25x Olympia winning coach.