Sr Customer Care Admin

Enviromedica is a fast-growing natural health and wellness company based in Austin, TX. We are seeking a Sr Customer Care Admin to join our team and help us deliver exceptional customer service to our clients. As our ideal candidate, you have a strong background in customer service and administrative work. You are an excellent communicator, both verbally and in writing, and can effortlessly juggle multiple tasks at once. In this role, you will be a key player in ensuring that our customers have an excellent experience when interacting with our company and will contribute to our mission of promoting health and wellness through high-quality natural products.

Responsibilities

• Customer Support: Manage customer inquiries and provide prompt, professional, and accurate assistance via various communication channels (phone, email, chat, text messages, etc.). Process and place orders with accuracy, ensuring that pricing, discounts, and promotions are applied correctly.
• Amazon Channel Management: Support our Amazon Channel Manager with our presence on the Amazon platform, including product listings, pricing, promotions, inventory management, and customer responses. Stay updated on Amazon policies and guidelines to ensure compliance and optimize our channel performance.
• Team Leadership: Supervise and guide a team of customer care associates, providing training, coaching, and feedback to enhance their performance and improve customer service delivery
• Issue Resolution: Investigate and resolve complex customer issues by collaborating with internal departments such as sales, marketing and operations. Escalate issues when necessary and follow up to ensure timely resolution.
• Reporting and Metrics: Track and analyze customer service metrics, such as response time, resolution rate, and customer satisfaction scores. Prepare reports and present findings to management, identifying opportunities for improvement and implementing action plans accordingly.
• Training and Documentation: Develop and update training materials, standard operating procedures (SOPs), and knowledge base articles to ensure consistency and effectiveness in customer service delivery. Conduct training sessions to onboard new team members and provide ongoing training as needed.
• Continuous Improvement: Continuously develop in-depth knowledge of our products, services, and processes to be able to provide accurate and useful information to customers. Stay updated on industry trends, customer service and admin best practices, and emerging technologies. Identify opportunities for process improvement and propose innovative solutions to enhance customer care operations.
• Administrative Support: Provide daily support to our admin team with tasks such as billing, data entry, credit card management, office supply ordering, team event planning, etc.
• Technical Support and Issue Resolution: Troubleshoot technical problems identified in multiple systems. Determine root causes, and implement appropriate solutions to prevent repeated problems. Escalate complex issues to the appropriate IT teams if necessary

Requirements

• Bachelor's degree in Business Administration, Communication, or a related field (or equivalent work experience).
• Proven experience in customer service or customer support roles, with a minimum of 2 years in a supervisory or leadership position.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and internal stakeholders.
• Strong problem-solving and decision-making abilities, with the capacity to handle challenging situations and resolve conflicts.
• Proficiency in using customer service software (NetSuite preferred), along with multiple SaaS platforms utilized within the company.
• Detail-oriented with exceptional organizational and multitasking skills.
• Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
• Strong leadership and team management skills, with the ability to motivate and inspire others.
• Flexibility to adapt to changing customer needs and business requirements.
• Knowledge of natural health products and an interest in health and wellness.

Benefits

We offer a positive and professional work culture, with many long term team members. We include an encompassing benefits package including Medical, Dental, Vision, 401k, PTO and 8 paid Holidays per year.