Join the DHC team

Customer Care Advisor – Mechanicsburg, PA

We are currently hiring full-time Customer Care Advisors for our Mechanicsburg, PA facility. We are in need of Advisors who possess an Esthetician license.

Job Summary:

The Customer Care Advisor is responsible for assisting customers with telephone, web, and mail orders while ensuring customer satisfaction and maintaining a positive image for the Company. This individual is expected to continuously grow their knowledge of all DHC products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Duties Include:

• Assisting customers with telephone and web orders as well as customer service calls, emails and chats while ensuring customer satisfaction and maintaining a positive image for the Company.
• Servicing customers via telephone, web orders, email and chat.
• Processing orders (mail, phone, fax, and web).
• Assisting with mail-in order preparation.
• Taking customer service calls, including orders and catalog requests, preparing correspondence, and fulfilling customer needs to ensure customer satisfaction.
• Responding to order problems arising after order receipt, servicing requests including returns and exchanges, inquiries and complaints by phone, chat, mail, email, or fax.
• Being ready and available to answer customer calls in a timely manner.
• Handling off-line customer service tasks including but not limited to customer service requests, and credit card declined orders; and demonstrating good judgment and problem solving skills to resolve order issues.
• Providing assistance with website navigation and placing web orders.
• Answering customer chats.
• Attending DHC product training.
• The flexibility to perform additional job duties as assigned.

Qualifications:

Minimum requirements include a high school diploma or GED; at least one (1) year previous experience in a Call Center or retail environment; at least one (1) year experience working with Microsoft Word and Excel.

An esthetician license is preferred.

The hours are 1:00 p.m. to 9:30 p.m. including either Saturday or Sunday.

Please complete an online application and submit your resume by following this link https://home.eease.adp.com/recruit/?id=1182071. Only qualified candidates will be contacted.

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Customer Care Supervisor – Mechanicsburg, PA

We are currently hiring a Customer Care Supervisor in our Mechanicsburg, PA facility.

Job Summary:

The Customer Care Supervisor supervises and coordinates activities of Customer Care Advisors and Senior Customer Care Advisors. This individual is expected to continuously grow their knowledge of all DHC policy and procedures, products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Duties Include:

• Directs the activities of Customer Care Advisors and Senior Customer Care Advisors in an assigned section or sections to ensure customer satisfaction and company profitability.
• Supervises and trains Customer Care Advisors and Senior Customer Care Advisors on Company and department policy and procedures.
• Assists in hiring, developing, reviewing, and disciplining assigned section’s performance.
• Assists the Customer Care Advisors and Senior Customer Care Advisors by walking the call center floor and answering questions through Instant Messaging.
• Monitors the customer inbound call queue.
• Conducts and oversees the call monitoring process for up to 20 Customer Care Advisors and Senior Customer Care Advisors.
• Assists, monitors and provides feedback to the assigned section who are conducting Live Chat sessions with DHC customers.
• Troubleshoots and resolves non-routine, escalated or complex customer problems and questions.
• Maintains the assigned section’s timecards and attendance issues.
• Conducts monthly one on one meetings, monthly team meetings, and annual performance reviews for the assigned section. Maintains a variety of department reports.
• Attends DHC product and supervisory trainings.
• Maintains a variety of department reports.
• Responsibilities may include performing Customer Care and Senior Customer Care Advisor duties as needed.
• Other duties as assigned including, but not limited to: opening and closing facility, stocking supplies, preparing reports for senior management and facilitating meetings.

Qualifications:

Minimum requirements include a high school diploma or GED, Bachelor’s degree is preferred; at least three (3) years of related leadership or supervisory experience; at least three (3) years experience working with Microsoft Word and Excel: professional level written and oral communication and interpersonal skills.

Prior supervisory experience in a call center or skincare/cosmetic retail environment is required.

Must be able to work a regularly scheduled shift of 40 hours per week which will include evenings and weekends. The Call Center is open Monday through Friday from 7 a.m. to 11 p.m., and Saturday and Sunday from 9 a.m. to 9 p.m.

Please complete an online application and submit your resume by following this link https://home.eease.adp.com/recruit/?id=1332711. Only qualified candidates will be contacted.

DHC USA Inc. is an EOE

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