Customer Service Representative

About the Role

As a Customer Service Representative, you'll play a vital role in ensuring LifeWave Inc. customers receive the support and guidance they need—all while growing your career in an exciting, collaborative workplace. This is a fully in-office position requiring on-site attendance five days per week, Monday through Friday, during standard business hours. The expected shift is 9:30 a.m. to 6:00 p.m., including a 30-minute lunch break.

What You'll Do

• Engage with customers in a professional, friendly, and enthusiastic manner, always keeping their needs front and center
• Learn and communicate our products, promotions, services, and policies to support customer inquiries confidently
• Assist customers in placing and tracking orders while ensuring smooth transactions
• Work with internal teams to identify and solve customer concerns efficiently and effectively
• Recommend additional products and services to enhance customer experience and maximize revenue
• Meet or exceed key performance metrics, including call handling time, customer experience scores, and quality benchmarks
• Create genuine connections with customers that foster trust and loyalty
• Maintain accurate records of customer interactions, returns, and refunds while adhering to company policies
• Remain engaged in all training sessions—whether in-person or virtual—to continuously refine your skills
• Collaborate with teams on event-related tasks when needed
• Provide expert-level support via phone, chat, and email to assist customers and Brand Partners
• Handle escalated issues, ensuring timely and effective resolutions
• Assist Brand Partners with back-office navigation, downline placements, and business-related inquiries
• Maintain an in-depth understanding of policies, compensation plan, promotions, and events
• Ensure high-quality customer interactions by following established processes and policies
• Support retention efforts by resolving concerns and preventing cancellations
• Document and track customer interactions accurately in the CRM system
• Support VIP Brand Partners as needed
• Mentor and assist new team members to ensure consistency in service quality

Qualifications

• Must be 18 years of age or older
• High school diploma or GED (associate or bachelor's degree preferred)
• 2+ years in customer service (call center experience is a plus)
• Experience in a high-volume customer service or contact center environment
• Strong verbal and written communication skills
• Ability to handle escalated customer issues with professionalism and problem-solving skills
• Experience using CRM systems and multi-channel communication tools
• Excellent multitasking and time-management abilities
• Ability to work well in a team environment
• Strong sense of professionalism and discretion required

Preferred Qualifications

• 2+ years of customer service experience, preferably in direct marketing or network marketing
• Experience working with VIP or high-value customers
• Familiarity with systems and processes
• Bilingual in English & Spanish is a strong advantage

Required Technical Skills

• Microsoft Office Suite (Outlook, Excel, Word, PowerPoint)
• CRM and Telephony platforms (Exigo, Five9)
• Payment processing tools (I Payout, NMI, Ingenico)
• Typing speed: Minimum of 35 WPM

Work Environment

While performing the duties of this job, the employee is regularly required to work at a computer workstation and be mobile within the office. Occasional movement of up to 25 pounds may be required.