Representative, Customer Care - The Vitamin Shoppe

Overview

The Customer Care Representative represents The Vitamin Shoppe brand to our Customers by providing superior, personalized Customer service in various platforms such as live calls, web-chat, social media and email.  This position will assist customers in finding products that will best support their wellness goals.  In addition, this position will assist Customers with order related inquiries and any other questions or issues. 

Responsibilities

• Deliver superior Sales & Customer Service while managing multiple chat sessions simultaneously.
• Assist customers via email and various social media platforms
• Assist stores and customers via a live call to help fix issues and/or answer process/policy questions
• Proactively engage with Customers who visit our websites
• Identify and assess customers’ needs to achieve satisfaction
• Use product information and available resources to educate customers and assist them in making smart product selections that are right for them.
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Verify pricing, discounts, billing and shipping addresses, credit status, and inform customers of any problems. Notify customers of product backorders and anticipated availability.
• Participate in learning and development activities and other product training provided by the Vitamin Shoppe so that customers can be better serviced.
• Strive to meet defined metrics for productivity, quality and Customer service
• Other duties as assigned

Other Functions:

• Perform other duties as required and assigned.

Qualifications

Education:                 

• Bachelor’s Degree or certification in a science or nutrition related field or equivalent combination of intellectual instruction and work experience.

Required Knowledge:                             

• Basic Computer Skills: MS Office, Internet Explorer
• Passion for the health, fitness, and nutrition

Experience Required:                                           

• 1-3 years of customer service experience.

Skill and Ability:

• Excellent written, presentation and communication skills
• Good interpersonal communication skills. 
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize and manage time effectively
• Able to speak effectively with customers to represent the Company 
• Ability to write routine reports and correspondence.
• Must be courteous, efficient, and able to sell to customers so that their needs and expectations are met or exceeded.

Equal Opportunity Policy

The Vitamin Shoppe is an equal opportunity employer. We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws.  Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, separation, recruitment, pay and other forms of compensation, access to facilities and programs, training and general treatment during employment.

We firmly believe that every Health Enthusiast has the right to be treated with dignity and respect. Our goal is to maintain a satisfied and productive team of Health Enthusiasts. The keys to reaching that goal are effective leadership, equal application of fair human resources policies, competitive wages and benefits, and close attention to all health enthusiast matters. The Vitamin Shoppe is committed to the principle of fair and impartial treatment of our Health Enthusiasts.

Health Enthusiasts with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of their Human Resources representative.  We will not allow any form of retaliation against Health Enthusiasts who raise issues of perceived discrimination in good faith.  To ensure our workplace is free of artificial barriers, violation of this policy may result in disciplinary action, up to and including discharge.

Compensation

The wage for this position is based on many factors such as role requirements, skill set, years of experience and other organizational needs. The estimated range is $17.00 - $18.36 per hour.