Customer Support Specialist – Job Description

Are you an experienced customer support representative with excellent communication skills (both written and verbal) who can critically and strategically think, who genuinely enjoys connecting with human beings, making them happy and giving them an incredible experience?

If so, YAY! Every contact we have with our customers is an opportunity to help them with their challenge, improve their life and help them to have a great day! 

We are seeking an experienced customer support specialist with amazing people-skills, customer service skills, critical thinking and writing skills for both Redefined Weight Loss and Redefined Vitamins customer service! We take a very holistic approach to taking care of our clients and customers, so part of your job is to brainstorm and come up with ideas on how we can surprise and delight them. 🙂

We’re searching for the BEST OF THE BEST, as we believe customer experience is the MOST important role in our company! You represent Cassie, and the entire brand of Redefined Weight Loss & Redefined Vitamins! You are our first line of love and support. Customers love our brand and our team, and because we view every team member as family (not the kind you “grin and bear” with at holiday dinners—but the kind you look forward to weekend camping trips with!), we want to make sure we can invest in you for the long term.

The Position: 

• 100% virtual, allowing you to work from ANY location, via e-mail with occasional phone calls
• Must be available Monday-Friday during the following time zones: Eastern, Central, Mountain, Pacific
• Flexible schedule (we’ll start you with around 10-15 hours/week (2-3 hours/day) with the potential for growth)
• Must maintain a fast, reliable internet connection 🙂
• Lets you be a part of a well-known brand, rapidly growing company
• Means working closely with an awesome boss! 😉

 About you: 

• You have a background in customer service and wellness or a passion to learn about health and encourage people in their wellness goals
• You genuinely care and show up like a pro. You take ownership, accountability and responsibility and do your best every day to deliver a world-class experience for every customer you are in contact with
• You’re proactive. You don’t wait—you take the initiative. You ask. You act. You look for ways to do more than expected. You understand the importance of great customer service and anticipating client needs
• You show integrity. You protect our company, and do whats best for the company and customer. Every action you take is 100% legal and ethical, and would make you proud if you saw it on the 6:00 news 🙂
• You are tech savvy and have the ability to learn quickly
• You have outstanding communication and interpersonal abilities, writing skills and English
• Past employers say you are very attentive to detail (you only get one chance to make a great first impression!)
• You have experience working virtually and you work well independently
• You are a critical thinker and can creatively solve problems, negotiate and come up with solutions
• You have excellent prioritization and time management skills
• You are familiar with, and enthusiastic about the work we do here at Redefined Weight Loss and Redefined Vitamins!
• You’re flexible— you are open to a flexible very part-time schedule, and realize there may be weeks (like during special launches) we might ask to work a bit more (and we hope you’re as excited as we are!)

Our mission: For more than a decade we’ve been helping women break FREE from yo-yo dieting patterns so they can lose weight and keep it off — for GOOD and redefine what it means to be happy and healthy!

You’re perfect for this position if: 

• You are excited to be the head honcho and point person for all things customer support related for Redefined Weight Loss (Cassie.net) and Redefined Vitamins and Cassie’s right hand person
• You thrive resolving customer issues and inquiries in a timely manner and interacting with customers by email, live chat and sometimes by phone.
• You like getting creative, especially since you’ll be handling refunds (and trying to save sales!)
• You are available to check the inbox at least twice per day (once AM and once PM, and ideally more frequently)
• You have an unbeatable work ethic and are willing to go the extra mile.
• You like the idea of being the onboarding officer, too! You’re open to managing clients onboarding (payments, surveys, etc.)
• You don’t mind—perhaps even enjoy—documenting and create processes that will improve the customer experience
• You are flexible as far as tackling random tasks that come your way—meeting minutes and agendas, ad hoc tasks Cassie needs support with, scheduling and calendar support… you’re game!

What will set you up for success:

• 2+ years of customer service experience
• Experience with Internet based applications
• A genuine interest in health, nutrition and supplements
• A genuine interest in helping people find solutions to make their life better!

 What would set you apart:

• More than 5 years of customer service experience
• Experience with Help Scout, or another similar customer service platform
• Experience with WordPress
• Experience with Woocommerce
• Experience with Shopify
• A lifelong follower of our brand!

If you want a job that allows you to guide women toward reaching their greatest health goals, and help them become their best self…then click the button below and fill out the application, and send your resume and a 60-90 second video (via WeTransfer to info@redefinedweightloss.com ) telling us how you would troubleshoot if you were locked out of a customer service account with the subject “I’m your Customer Service Manager!”