Consumer Care Representative

Note to applicants: This role has the potential to work remote outside of Austin.

Who You Are:

The Consumer Care Representative is responsible for creating a positive interaction with direct customers and providing appropriate responses to inquiries and concerns about products and services. They will respond to customer questions, grievances, and complaints ranging from routine to moderate complexity.

What You're Good At:

• Following associated company standard operating procedures and requirements for documenting adverse events and serious adverse events
• Interacting directly with customers either by telephone, electronically, or by written correspondence
• Utilizing all product training and resource materials to provide accurate, quality responses to customer inquiries
• Accurately, promptly, and courteously responding to all customers with a professional attitude
• Resolving product or service problems by clarifying the customer's complaint
• Determining the cause of the problem
• Selecting and explaining the best solution to solve the problem
• Expediting correction or adjustment and following up to ensure resolution
• Processing orders, forms, applications, and customer requests
• Escalating high-level requests and unresolved issues to the appropriate management team member
• Providing timely follow-up and documentation of calls requiring research or additional guidance
• Contributing to team efforts by accomplishing relevant objectives as necessary, working on projects, or traveling to work at various trade shows
• Maintaining high standards of resolution time and quality
• Effectively finalizing and closing all open requests in a timely manner
• Resolving customer inquiries through telephone, chat, mail, or email
• Following company standard operating procedures and policies and other cGMP related procedures
• Tracking and redirecting shipments
• Collecting, managing, and updating customer data, etc.
• Understanding and utilizing telephone operations (transferring, conferencing, voicemail, etc.), email, chat and other methods of customer interaction
• In this role your goals and KPIs will be focused around:
  • Customer Satisfaction Ratings
  • First-reply time

What You Contribute: 

• Has high school diploma, general education degree, or equivalent required
• Has 1-2 years relevant experience
• Understands telephone operations (transferring, conferencing, voicemail, etc.), other electronic methods of customer interactions
• Has excellent interpersonal skills with the ability to work effectively with others
• Can handle multiple tasks in a constantly changing environment
• Has strong organizational, customer service, and communication skills
• Can suggest and implement process improvements where applicable
• Can build a rapport, establish and maintain good relations with customers

Why Nutrabolt?

Wellness Benefits

Nutrabolt cares about our teammates’ physical, mental, and financial wellness by providing benefits like: competitive health insurance, life insurance, mental wellness programs, 401K matching, and a monthly fitness allowance.

Lifestyle Perks

With our ‘Work Your Way’ program, we offer workstyle flexibility, unlimited vacation paid time off, volunteer time off, and a home office stipend when hired. You’ll get discounts on C4 Energy, Cellucor, and XTEND products, too!

Family Support 

Reach your full potential at work by taking care of all loved ones at home with Nutrabolt’s paid parental leave, childcare benefits, pet insurance, group legal benefits, and more.

Employment Type: Full-time