Job description

Since Vimergy’s start in 2012, nothing matters more to us than your health. We rigorously research and test all of our products. Our supplements have always been Non GMO, Gluten Free, Soy-Free, Vegan and Paleo Friendly. Our heart’s work is to support you to feel strong and healthy. Quality and integrity are everything to us and you and your family deserve nothing but the best.

ROLE:

Vimergy is looking for their next Customer Service Rep to support our team and customers by providing product and service information, addressing inquiries and resolving technical issues. Our ideal candidate is passionate about the work they do, is a team player, and is willing to come into our Warehouse office once or twice a week, depending on business needs, with other days being work from home.

ESSENTIAL FUNCTIONS:

• Handle customer inquiries, orders, refunds, and complaints via phone and email.
• Provide information about the products and services.
• Troubleshoot and resolve product issues and concerns.
• Good working knowledge of products and services
• Have a clear understanding of what claims you can and cannot make.
• Process returns submitted to our warehouse.
• File shipping claims.
• Maintain productivity standards.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Fields customer questions and complaints; when the issue requires escalation, the CSR will forward the issue to their supervisor or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers problems and concerns and follow-up with customer.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints and comments.
• Follows communication procedures, guidelines, policies and processes.
• Performs other related duties as assigned.

SKILLS:

• Service-oriented, (empathetic, responsive, patient, and conscientious).
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Self-starter, can organize themselves to work on their own without direct supervision
• Ability to communicate with compassion and patience
• Ability to multi-task, prioritize, and manage time effectively.
• Positive and professional demeanor.
• Excellent written, verbal and active listening communication skills

QUALIFICATIONS: AND EDUCATION REQUIREMENTS:

• High School Diploma and 5+ years of experience in customer service.
• Proficiency on computer, running multiple software applications simultaneously, have a sense of urgency.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Working knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Experience with Shopify, Helpscout, Shipmonk, Google Docs preferred.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Jacksonville Beach, FL 32250: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Preferred)

Work Location: Hybrid remote in Jacksonville Beach, FL 32250

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