CAREERS

 

 

Evogen Elite Service Representative (L2)

Irving, TX

Job Description  

This position is critical in providing online support to customers via social media, online chat, phone and electronic communications. By utilizing a fundamental knowledge of sports nutrition products they will assist customers in answering product questions. This position supports direct communication and troubleshooting with customers to ensure that a satisfactory and positive experience is provided to the Evogen community.

Responsibilities

  • Assist with all daily activities with Evogen customers with high quality service and in designated Service Level Agreement
  • Answer incoming calls and general support tickets.
  • Handle specialty tasks associated with customer contact (online chat, customer order notes, voicemails, e-mails, etc.)
  • Process returns and adhere to RMA processes.
  • Respond quickly and professionally to social channel engagements on Facebook, Twitter, Instagram, YouTube and other platforms.
  • Resolve consumer questions and respond to ratings and reviews of our products on the EvogenNutrition.com site as well as key partner retail sites (Amazon).
  • Complete cross training programs within customer service and other departments.
  • Warehouse cross training curriculum: to fully understand the scope of the fulfillment process.
  • Product and compliance cross training curriculum: in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.
  • Service Reps may be asked to support other areas of the company, as needed.
  • Warehouse fulfillment support.
  • Marketing special projects.
  • Completing one shift per month demoing in local retailers or gyms.
  • Provide support at special events by offering customer service and product knowledge

Team Skills & Communication 

  • Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
  • Explain processes to new team members and advise on best practices

Requirements 

  • High school diploma or GED equivalent. Associates degree and/or accredited personal training certification.
  • At least 1 year of previous experience in eCommerce customer service
  • Personal training certification by an accredited source (NSCA)
  • Excellent written and verbal communication skills
  • Ability to thrive in a rapidly paced environment
  • Works well in a high-energy setting with an upbeat team
  • Strong attention to detail, self-motivated work style
  • Ability to multi-task among multiple platforms, prioritize assignments, and meet required deadlines
  • Savvy computer/internet skills & adequate typing skills
  • Strong organizational & problem-solving skills
  • If you are a qualified candidate interested in applying, please provide a resume and cover letter describing your previous experience and goals. A cover letter is required to be considered for this position.

Preferred Qualifications 

  • 2-3 years of previous customer service experience
  • Interest in health and nutrition and/or fitness implements
  • Post high-school academia

Experience With: 

  • CRM
  • ZenDesk or Gorgias
  • SmartSheet
  • UPS, FedEx, etc
  • Shopify
  • ShipStation

    Benefits Include

    • Health Insurance: Medical / Vision / Dental
    • 401k / matching
    • Flexible Vacation / Paid time off
    • Employee Discounts
    • Opportunity for growth!!!

    Job Type: Full-time

    Apply to: Jobs@evogennutrition.com  

     

    Evogen Elite Service Representative (L1)

    Irving, TX

    Job Description  

    This position is critical in providing online support to customers via phone and electronic communications by utilizing a fundamental knowledge of sports nutrition products they will assist customers in answering product questions. This position supports direct communication and troubleshooting with customers to ensure that a satisfactory and positive experience is provided to the Evogen community.

    Responsibilities include:

    • Manage all daily activities with Evogen customers with high quality service and in designated Service Level Agreement
    • Answer incoming calls and general support tickets.
    • Handle specialty tasks associated with customer contact (customer order notes, voicemails, e-mails, etc)
    • Process returns and adhere to RMA processes
    • Manage and document claims processing for FedEx, UPS, etc.
    • Complete cross training programs within customer service and other departments
    • Warehouse cross training curriculum: to fully understand the scope of the fulfillment process
    • Product and regulatory cross training curriculum: in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.

    *Service Reps may be asked to support other areas of the company, as needed.

    • Warehouse fulfillment support
    • Marketing special projects
    • Completing one shift per month demoing in local retailers or gyms.
    • Provide support at special events by offering customer service and product knowledge

    Team skills & Communication

    • Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
    • Explain processes to new team members and advise on best practices

    Requirements:

    • High school diploma or GED equivalent. Associates degree and/or accredited personal training certification.
    • At least 1 year of previous experience in eCommerce customer service
    • Excellent written and verbal communication skills
    • Ability to thrive in a rapidly paced environment
    • Works well in a high-energy setting with an upbeat team
    • Strong attention to detail, self-motivated work style
    • Ability to multi-task among multiple platforms, prioritize assignments, and meet required deadlines
    • Savvy computer/internet skills & adequate typing skills
    • Strong organizational & problem-solving skills
    • If you are a qualified candidate interested in applying, please provide a resume and cover letter describing your previous experience and goals. A cover letter is required to be considered for this position.

    Preferred Qualifications

    • 2-3 years of previous customer service experience.
    • Interest in health and nutrition and/or fitness implements
    • Post high-school academia
    • Experience with: CRM, Shopify, Gorgias, ZenDesk, SmartSheet, UPS/FedEx.

    Benefits Include

    • Health Insurance: Medical / Vision / Dental
    • 401k / matching
    • Flexible Vacation / Paid time off
    • Employee Discounts
    • Opportunity for growth!!!

    Job Type: Full-time