Job Description

Job Description

Job Description

Description:

Note: Future Opportunities

We are not currently hiring for this position; however, we welcome applications from individuals who are interested in being considered for future openings within this department. By submitting your application, you’ll be among the first to be reviewed when positions become available. As openings arise, our hiring team will reach out to selected candidates to begin the interview process.

DEPARTMENT MISSION

The Experience & Engagement Department at Azure is dedicated to fostering an environment that enables our team members to consistently provide superior service. Our approach involves crafting, overseeing, and imparting top-tier, customer-centric training, and environments. By investing in the continuous coaching and development of our team, we cultivate a sense of empowerment that enhances job satisfaction, aligns the team with our collective goals, and deepens their commitment to both Azure and our customers.

In our department, we live out the Azure vision by integrating it into everyday actions that reflect our Core Values. Our connection with customers is strengthened by our comprehensive understanding of our products, our empathetic approach, and our exceptional communication skills. We maintain and enhance our departmental objectives through regular training, vigilant monitoring, and analytical reviews, which enable us to identify and seize opportunities for improvement.

JOB OVERVIEW

As a Customer Care Representative at Azure Standard, you play an important role in delivering exceptional customer service that aligns with Azure's Core Values and Vision. You will be the human voice and heart of our organization, entrusted with building trust, fostering strong customer relationships, and ensuring the highest level of service across various communication channels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Act as the Human Voice and Heart of Azure:

- Deliver outstanding customer service that reflects Azure's Core Values and Vision.

Build Trust and Establish Strong Relationships:

- Cultivate trust and build lasting relationships with Azure customers through meaningful interactions.

Provide Top-Notch Service:

- Serve customers with excellence through phone calls, emails, chats, text messages, and other communication methods.

Process Orders and Address Concerns:

- Efficiently handle customer orders, troubleshoot issues, and address concerns in a professional and friendly manner.

Manage Customer Orders:

- Input faxes or call in customer orders into our purchasing system accurately.

Customer Account Maintenance:

- Perform routine customer account maintenance tasks, such as updating addresses and personal information.

Credit and Debit Management:

- Use company guidelines to manage customer credits and debits within Azure's proprietary Beehive software.

Utilize Technology:

- Regularly use computers, Azure software programs, customer ordering systems, phone, email, and the internet to assist customers.

Adherence to Policies:

- Adhere to all policies and procedures related to customer service.

Ownership of Customer Experience:

- Take full ownership of each customer's experience, ensuring their satisfaction.

Effective Issue Resolution:

- Apply sound judgment and Azure's policies to resolve customer issues effectively.

Exceed Customer Expectations:

- Identify and assess customers' needs, striving to surpass their expectations.

Cultivate Trust through Communication:

- Build enduring relationships of trust through open and interactive communication.

Commitment and Respect:

- Demonstrate unwavering commitment to treating customers and colleagues with the utmost integrity and respect.

Consistent Excellence:

- Challenge yourself to consistently deliver excellence in customer service.

Other duties as assigned
- Complete additional service tasks, including special team projects, as assigned by management.

REQUIREMENTS

• Passion for Healthy Living: A genuine passion for healthy living and an understanding of or a desire to learn about natural and organic products.
• Customer Service Experience : Previous experience in a customer service role answering phones, preferably in a contact center environment.
• Exceptional Communication Skills: Outstanding verbal, written, and interpersonal communication skills are essential.
• Compassion and Solution-Oriented Approach: A talent for assisting customers, even in potentially stressful situations, with a compassionate and solution-oriented approach.
• Active Listening: The ability to actively listen, ask questions, and demonstrate genuine care for the customer's needs.
• Resilience: Resilience and the capacity to handle surprises and address the concerns of irate customers with composure.
• Honesty and Transparency: A strong commitment to honesty and transparency in all customer interactions.
• Technical Proficiency: Proficiency with Google and Windows-based applications, including the ability to navigate multiple screens.
• Basic Typing Skills : Basic typing skills are necessary for efficient communication.
• Digital Skills: Strong internet, email, and phone communication skills.
• Drive for Excellence: A drive to consistently exceed customer expectations and use positive language.
• Confidence and Positive Attitude: Confidence and a positive attitude in all customer interactions.
• Adaptability: The ability to adapt to change and embrace new challenges.
• Commitment to Self-Improvement: Eagerness to invest in personal skills and self-improvement.
• Responsibility and Learning: A readiness to take responsibility and learn from mistakes.
• Drug Screening: The ability to pass pre-employment and random drug screenings.
• Background Check: The ability to pass a criminal background check.

• Status: Full-Time (40 hours per week)
• Schedule: Four-day work week consisting of four 10½-hour shifts
• Breaks: Three 15-minute breaks and one 30-minute lunch per day
• Probationary Period: 90 days
  

• Must have a high-speed, stable internet connection with a router capable of a wired (plug-in) connection.
• Must have a dedicated, distraction-free workspace suitable for focused, professional work.
• Caregiving during work hours is not permitted.
• Must be on camera for the full shift as part of our virtual contact center environment, which allows for real-time visibility and engagement with team members and supervisors.
• Must work on company-provided equipment , which includes:
  • Computer
  • Two monitors
  • Keyboard and mouse
  • Headset
    

• Paid Holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day
• Paid Time Off (PTO) and Vacation: Awarded based on company policy
  

Eligibility: Benefits begin on the first of the month following 60 days of employment.

Comprehensive Benefits Package Includes:

• Paid Training Program
• Redirect Health Medical Plan
• Amaze/Envita Bio-Med Health Plan
• Voluntary Vision & Dental Plans
• AFLAC Voluntary Supplemental Insurance Plans
• Voluntary Life and Disability Insurance
• Oregon Saves Retirement Plan
• Paid Leave Oregon (for Oregon residents)
• LegalShield & Identity Shield
• AzureWell 20% Product Discount Code
• Free Employee Assistance Program (Canopy EAP)
• Free SmartDollar Employee Financial Wellness Program
• 15%+ Azure Cash Employee Discount Shopping Program
• Employee Discounts at the Azure General Store, Gas Station, and Dufur Market

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