Customer Engagement Specialist at New Chapter, Inc. in Brattleboro, Vermont

Job Description:

Recognized as a Best Place to Work in Vermont for the fourth year in a row, New Chapter is a certified B-Corp, and an Organic, Non-GMO and certified Gluten Free manufacturer of dietary supplements that places our employees and our consumers first. We are a wholly owned subsidiary of Procter & Gamble. We invite you to discover a new chapter in your career, and in your life, by considering this opportunity to join our team! We strongly encourage applications from diverse communities across race, gender, sexual orientation, religion, ethnicity, national origin, and other marginalized communities.

ROLE PURPOSE: The primary purpose of this role is to represent New Chapter as a leader of service within the Natural Products industry, working to deliver the Wisdom of Nature with a deep commitment to People and Planet. This position is an integral part of the Customer Engagement Team and provides 360-degree exceptional service to our consumers, retailers & Account Executives through e-mail, chat, and phone support. 

MAJOR ROLE ACCOUNTABILITIES: Ensure high levels of customer satisfaction through exceptional phone support to our consumers, retailers & Account Executives

• Ability to accurately enter a high volume of retailer orders sent via email or phone


• Assist Account Executives, customers & retailers with order inquiries such as: tracking updates, new account inquiries, where to buy, subscription or rewards questions, and managing coupon requests


• Respond to customer inquiries by providing helpful information and troubleshooting complaints


• Return calls and emails timely, accurately and through effective relationship building


• Demonstrate knowledge and awareness of system capabilities and customer needs


• Perform other duties as assigned by manager based on department demands

KEY COMPETENCIES:

• Anticipate and exceed customer expectations


• Professional and courteous communication skills


• Strong attention to detail


• Multi-task in a fast-paced environment


• Collaborative mindset with team and interdepartmentally


• Maintain empathy and understanding in challenging situations

EXPERIENCE, EDUCATION and CREDENTIALS:

• 1-2 years call center or other customer service experience


• Familiarity with Zendesk, Shopify, Order Groove & Business Central is ideal but not required


• An ability to learn quickly and adapt to new technologies and platforms

New Chapter, Inc. is an equal opportunity employer.

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