Customer Service Representative

Customer Service Representative

BrainMD is the leading provider of doctor-formulated nutraceutical supplements, online courses, media products, and self-care items for optimizing brain health. Founded by 12x New York Times bestselling author and world-renowned brain imaging specialist Daniel G. Amen, MD, we believe that when you change your brain, you change your life.

From cutting-edge dietary supplements based on the latest science and medical data to comprehensive online learning courses led by world-class instructors, our products are designed to help you feel your best.

By providing better ingredients and trustworthy guidance, we aim to empower our customers to make the right choices for their health. With a highly engaged, loyal customer base already in place and an ever-expanding lineup of new products, BrainMD is rapidly growing. We're looking for a new Customer Service Representative to join our small but mighty Customer Support Team and be a part of our success!

Job Summary:

As a Customer Service Representative, you will be communicating with customers daily. Understanding and supporting the needs of our customers is a main priority for us, and each interaction must be handled with enthusiasm and care. Success in this position requires great customer service skills, compassion, communication skills, self-motivation, and being a collaborative team player. This position is currently based out of our Costa Mesa office. As a member of the team, you will be responsible for providing each of our valued customers with an extraordinary experience. This will require mastering our backend systems, learning our various proprietary products and ingredient terminology, and working with other members of the team to ensure our customers have a wonderful experience from start to finish.

Essential Duties and Responsibilities:

• Answer phone calls promptly and in a professional manner
• Respond to a high volume of emails from BrainMD customers in a timely manner
• Leave every prospective and current customer feeling valued, and excited to come back
• Represent the brand while delivering exceptional experiences via phone and email
• Assist with placement of orders, returns, and other customer requests
• Be up-to-date on current offerings and subscription management techniques, helping with subscription-related tickets when needed
• Place outbound follow-up calls to prospective customers
• Give detailed explanations of products and services to current and prospective customers
• Continuously look for and propose ways to increase efficiencies
• Resolve and escalate customer complaints as necessary
• Work closely with our warehouse team on order fulfillment, returns and cancellations, and faulty product

Qualifications & Experience:

• High School Diploma and/ or GED required
• Associate's or bachelor's degree preferred
• Previous experience working in a customer service setting
• Exceptional phone etiquette
• Professional demeanor
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections
• Fast learner to gain knowledge about the products we offer and be able to provide recommendations if appropriate
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Strong verbal and written communication skills
• Strong interpersonal skills
• Empathetic, and a natural problem solver
• Team player willing to help out wherever needed
• Positive attitude with a passion for delighting customers
• Proficient with Microsoft Office and possess basic computer skills
• Bilingual in Spanish is a plus