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Customer Service Representative

Part-Time Customer Service Representative (Virtual)

We are looking for you IF

  1. You want a genuine virtual position where you can work from home as a true team member of a long-standing, innovative organization.
  2. You don't just want a job; you want a career where you can gain skills and see your future career opportunities blossom.
  3. Your passion is to help people and to be a part of the Health & Wellness movement.

Who we are- what we do. 

Healthy Back Institute is a Health & Wellness Direct Marketing & E-commerce platform helping people MILLIONS of people, literally all over the world, live without pain, naturally and safely. We do this via cutting-edge educational information, breakthrough products, and by providing truly loving care and service to our online E-commerce customers. 

Here at the Healthy Back Institute, we are on a mission to change the way people think about health and support people in their journey to live a pain-free life, naturally.

Everything that happens at the Healthy Back Institute is rooted in our core values:

Helping People, Trust, Service, Family, and Being Great!

These are the foundations of how we serve our customers as well as how we treat each other.

Our mission is to always provide an environment for our employees that promotes happiness from the inside out. When you work with us, you are valued and inspired to learn, teach, and grow. We want you to come to work motivated and proud to be on our team. That's why we continually invest in creating outstanding work experiences and endless development opportunities. We want you to be and feel at your best, always.

In addition to the incredible corporate culture, you'll enjoy the many benefits of WORKING FROM HOME!

  • Removing the cost, stress, and time constraints of a daily commute
  • The total comfort of working from your own home
  • A consistent work schedule that allows you to balance work & life 
  • $13.00+ an hour to start with tons of growth potential!

What our Customer Service Agents do daily.

Our virtual call-center Customer Service Representatives are a significant part of our family! You will be the eyes and ears for our team, fielding customer inquiries and authentically connecting to our customers to help them in the best way possible. This role may handle a high volume of inbound or outbound calls or support customers through chat, phone, and email. You will create a positive experience (win-win) for each caller by providing a consultative, accurate, and efficient response to their inquiries AND, this is all from your home office! 

Additionally, As a Healthy Back Institute Customer Service Representative, you will:

  • Effectively search for and type information on the computer, navigate multiple windows and screens quickly, and input information accurately while keeping pace with the call.
  • With great attention to detail, document specifics of calls and customer interactions in the appropriate systems (CRM)
  • Work with confidential customer information and treat it sensitively.
  • Type at least 35 WPM and talk at the same time.
  • Aim to resolve issues on the first call by being proactive
  • Adhere to call center metrics such as call quality score averages, average talk time, and customer feedback scores.
  • Act as the "Voice of the Customer," working with the team to refine problem areas and drive continuous service improvements for our customers.
  • Escalate customer or operational issues to supervisor in a manner that identifies solutions and focuses on a timely and mutually satisfactory resolution.
  • Must have the ability to travel by plane one time annually.
  • As we are fully remote, we strive to connect via various types of technology; chat, email, shared drives, and video meetings.

Qualifications (Bold items are a must)

  • Minimum 3 Years Customer Service Experience.
  • 1-year experience working in a contact/call center (preferably virtual)
  • Business to Customer (B2C) Experience (client-facing)
  • Experience with high volume inbound call intake
  • CRM System (Customer Relationship Management) System Exposure
  • Empathetic listener, sensitive, upbeat, optimistic
  • Strong computer and telephone multitasking skills 
  • Very strong business verbal and written communication skill
  • Excellent time management skills, highly organized and detail-oriented
  • Solid work ethic, being the best, even if no one is watching.
  • E-commerce, Customer Service Support Experience (supporting product knowledge and sales/customer-facing)
  • Experience supporting customers through Chat, Email, and Phone.
  • Bilingual a plus
  • You should be able to work the Saturday shift when necessary.
  • You must possess the ability to control emotions and respond accordingly to the situation appropriately.
  • You must have the ability to handle stressful situations with resilience and respond appropriately.
  • A huge bonus is if you have on-the-job experience utilizing technologies such as Zendesk, Slack. JIRA, Google Drive/Docs/Sheets, VoIP, or other Cloud-Based Telephony software.

Computer Requirements:

  • Home computer & headset
  • Operating System: Windows 7/Mac 10.1 or better
  • Minimum internet bandwidth of 25MB download and 5MB upload
  • Internet Router or Modem
  • Working Webcam

Benefits of Working at the Healthy Back Institute: 

  • A healthy work/life balance and flexible schedule
  • Remote/virtual work from home position
  • Paid continuing education
  • Discount on HBI products
  • A team-centered culture 

What are the next steps?

If your qualifications match our needs, 

  1. We will invite you to take an online skill assessment demonstrating your basic skills and knowledge. If you pass the skills test
  2. We will invite you to Zoom with the Talent Team Manager! If that goes well
  3. We will invite you to Zoom with the hiring manager.

Please get to know us!

I encourage you to click on the links below and get to know us better!

Customer Service isn't for everyone. It's for driven, confident people who think on their feet, deliver top-notch service, and can rise to the challenge to advocate for customers. If you meet most - if not all - of our criteria above and this sounds like an excellent fit for you, we would love to hear from you. 

Please Note: Before applying for the role, know that we take hiring very seriously. Interviewing with us may include video and phone interviews, assessments, projects, and scenario-based situations. Although we cannot follow up with each candidate, we do our best to run a thorough process for candidates with whom we identify a potential fit. 

 

Customer Service Representative- Location:  work from HOME Office (Virtual), $13.00-$15.00 an hour

Close:

HBI is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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