Representative, Fo Refunds

Overview:
Recruiter: Alma Martinez
Reports to: Cristina Tamayo

The Contact Center **FO Refunds & Repurchase Representative** must utilize knowledge of the Herbalife Marketing Plan, Rules of Conduct, employ analytical and research techniques to determine refunds eligibility. Perform verification of the earning certification form, which requires direct contact with Distributor, Preferred Members, and their retail customers. Excels in customer service skills, experience and be able to handle complex and sensitive cases. This process supports and reinforces our current policies and procedures, strengthens, and adds integrity to the Marketing Plan, and protects consumers, Distributors Preferred members, and the Herbalife business.

**Activities**:

- Receive and assess inbound customer service inquiries via phone for the NAM, MX and SAM/CAM regions.
- Ability to quickly route cases to the back-office for proper follow up.
- Keep records of customer interactions or transactions, details of inquiries, complaints, or comments, as well as actions taken.
- High degree of flexibility, analytical and problem-solving skills to adhere at required SLAs.

Job Qualifications:
**Requirements**:

- High School Diploma.
- Schedule flexibility.
- 2 years of customer service experience in a call center environment.
- Excellent customer service, multitasking and organization skills.
- Ability to solve practical problems, proactively identify issues and escalate if needed.
- Ability to work with multiple teams and personalities with sensitivity to cultural diversity.
- Ability to effectively communicate verbally and in written format.
- Proficient in Microsoft Word, Excel, and Outlook.
- Ability to adapt and learn new systems and type 40 wpm and 10 key by touch.
- Ability to adapt as the external environment and organization evolves.
- Languages: Bilingual English/Spanish (Advance).
- 2 years of customer service experience in a call center environment to include 1-2 years’ experience in Member Services preferably in Member Relations, Preferred Member, Order Support & Sales Order.
- Knowledge of Herbalife Management System and Herbalife Nutrition Sales & Marketing Plan.
- Daily Shake: average of 85% in the last 3 months.