CC Customer Care Manager

Company Profile

"Enhancing the Lives of Those We Touch by Helping People Reach Their Goals"

For over 35 years, Melaleuca has taken this mission statement to heart. It is our guiding principle. Everything we accomplish is done with an eye toward promoting the physical, environmental, financial, and personal wellness of those around us. Our focus has always been on wellness. By innovating and selling effective, high-quality, natural, health-oriented products, we help people live more vibrant, healthier, and happier lives. When you walk through the doors at Melaleuca, you can feel it immediately. This is The Wellness Company. In our more than 30 years of operation, we have achieved consistent and profitable growth, with our revenues consistently exceeding $2+ billion dollars. We now have over 4,700 employees and offices in 12 countries. Melaleuca is positioned to grow even more rapidly in upcoming years.

Overview

Organizes and oversees production, efficiency, and growth of the Customer Care area (i.e., Product Support, Enrollments, foreign languages, etc.).

Essential duties, responsibilities, and qualifications of the job can be performed with or without reasonable accommodation and without posing a direct threat to him/herself or others.

Responsibilities

Essential

• Supervises, oversees and trains personnel within the Customer Care group.
• Increases average order size to the maximum potential through training staff in various sales skills.
• Maintains staffing levels and proper coverage for inbound telephone sales calls based on past and current trends, balancing between no queuing and no idle time.
• Projects future staffing levels and schedules.
• Ensures maximum efficiency of each Customer Care Coordinator by monitoring their performance and productivity.
• Monitors the efficiency and profitability of the sales function by creating and generating reports as required or requested.
• Solves escalated customer concerns when Product Support Coordinators requests assistance by listening, resolving the conflict, forwarding to correct work area, etc.
• Shows exceptional leadership abilities through training by example, frequent evaluation of team members.
• Supports all company decisions and procedures.
• Recognizes situations that need improvement and acts upon them to improve individual, team, and group performance.

Additional

• Performs other duties as assigned or needed.

Supervision of Others

• Supervises related staff by performing such duties as recommending employment status (i.e., hiring, terminating, promotions, issuing warnings, etc.), interviewing applicants, counseling, training, scheduling, resolving conflicts, coordinating with other departments, conducting associate meetings, recommending wage increases, etc.

Qualifications

Essential

• 30 wpm typing.
• Detailed work and organizational skills.
• Ability to analyze problems and create solutions.
• Ability to work independently and professionally.
• Written and verbal communication skills.
• Excellent interpersonal and public relation skills.
• Ability to work under stress.
• Word processing, graphics and spreadsheet skills.
• Two (2) years previous management experience.
• Two (2) years experience within the telemarketing industry.
• Good understanding of statistical practices and principles.
• Demonstrated ability to motivate individuals.
• Thorough knowledge of company policies and procedures and the company marketing plan.
• Sit with intermittent walking.
• Manual dexterity for such duties as stapling, collating, sorting, filing, typing, writing, etc.
• Communicate (hearing and speech) with individuals in person and by phone.
• Visually read reports, computer screens, etc.
• Ability to perform the essential duties and responsibilities with efficiency and accuracy.

Additional

• Bachelor’s Degree in Business or equivalent.
• 10-key by touch.

Melaleuca

Melaleuca is one of the leading Health and Wellness companies in the world. We manufacture and distribute nutritional, pharmaceutical, personal care, facial care, home hygiene, and other wellness products and distribute them directly to the consumer through a full-service catalog and Internet shopping system. We carefully craft products used every day with the highest standards of safety, health, and wellness in mind.

This revolutionary system is changing the way hundreds of thousands of people shop by eliminating middlemen and reducing marketing and distribution costs. This enables the company to spend more on research and high-quality, ecologically-sensible ingredients, while maintaining reasonable prices.

Great culture - flexibility is a must in this position; you'll become a part of a fast-paced team dedicated to a feel-good lifestyle brand dedicated to changing lives. Like the rest of Melaleuca, we are proud to be part of a values-driven organization that treats employees with respect. Our employees and their families enjoy company parties and countless discounts around the community. We implement a very real open-door policy, and all employees are on a first name basis—it feels more like a family than a multi-national corporation.

Safe, uncrowded, affordable - nestled in the heart of beautiful Eastern Idaho, Idaho Falls is a prosperous and vibrant community, as well as the gateway to recreational paradise. This unique setting provides numerous opportunities for total wellness -- social, physical, financial, and emotional. If you love outdoor activities, this is the place for you, with the Snake River running right through town, the Rocky Mountains dominating the horizon, and Yellowstone less than a 2-hour drive away.

Excellent compen sation - in addition to a competitive wage, we offer comprehensive benefits for our full-time employees that include all you would expect plus some remarkable surprises, such as a longevity bonus. Right here on-site, we provide a fitness center, free concierge service, and an employee restaurant.