SISEL INTERNATIONAL, LLC. POSITION DESCRIPTION

Science, Innovation, Success, Energy & Longevity

                                                                Salary/Wage Range:                 

Position Title: Customer Service Agent

Department:  Customer Service

Classification:  Non-Exempt/FT

Reports To: Customer Service Manager

Grade Level:

Revision Date: 05/22/2023

POSITION PURPOSE AND SCOPE: Responsible for fielding incoming telephone inquiries, orders and complaints in a customer service environment by following standard scripts and standard procedures while performing routine tasks that require working knowledge of the Company’s products, compensation plan and other services.  Must be courteous, professional, and have the ability to investigate and resolve issues in a professional, appropriate and expeditious manner. 

ESSENTIAL RESPONSIBILITIES:

• Fields incoming telephone inquiries, orders and complaints

• Answers questions regarding company products and services by referring to standard scripts and following appropriate procedures

• Investigates and resolves issues in a professional, appropriate and expeditious manner

• Forwards all questions, issues or complaints, for which answers are unclear or beyond the level of employee’s current knowledge, to a lead, senior agent or to Customer Service Manager

• Keeps Customer Service Manager informed of all issues that could potentially be of future concern or appear to be out of the ordinary

• Tracks and accounts for the number of upsells completed and meet the Team’s upsells goals. Categorizes complaints for tracking or reporting purposes

• Interacts with all contacts in a helpful, courteous and professional manner and is respectful of diversity

• Maintains a clean and safe work area. Work well in a Team environment and take directions in a positive manner

• Outbound calls to customers, to generate sales, inform customers of new products and upcoming events

  Note:   This description is not intended to be all-inclusive.  Employee may be requested to perform other duties as requested. 

  EDUCATION/EXPERIENCE:   

  High school degree or GED with at least 1 year of call center experience, or equivalent combination of education and experience in inbound MLM call center environment desirable.   

  SKILLS AND ABILITIES:

  Must be able to speak, write, read and understand basic English; articulate clearly and possess good grammatical skills; understand and calculate basic mathematical problems to include addition, subtraction, multiplication, division, and percentages.  Must be proficient in the use of company telephones, ten-key calculators and computers, and have accurate typing skills

  PHYSICAL DEMANDS:

  Positions is required to sit, stand and walk, stoop, bend, reach and kneel.  Lift from 15 to 20lbs on occasion.

  WORK ENVIRONMENT:

  Noise, dust, lighting, temperature and physical/ergonomic hazards are typically of those usually found in an office environment.

   

   

  APPROVAL SIGNATURES AND DATE:

   

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