Coordinator Customer Facing Quality in Holbrook at The Bountiful Company

Date Posted: 9/20/2022

Job Snapshot

  • Employee Type:
  • Location:
    4320 Veterans Memorial Highway
  • Job Type:
  • Experience:
    2 years
  • Date Posted:

Job Description

Company Description

The Bountiful Company, a Nestlé Health Science Company, is a pure play branded leader in global nutrition, living at the intersection of science and nature. As a manufacturer, marketer and seller of vitamins, minerals, herbal and other specialty supplements, and active nutrition products, we are focused on enhancing the health and wellness of people’s lives. The Bountiful Company’s portfolio of trusted brands includes Nature's Bounty®, Solgar®, Osteo Bi-Flex®, Puritan’s Pride®, Sundown® and Ester-C®.

Inclusion and Diversity in the workplace matters at The Bountiful Company.  This includes being focused on retaining and recruiting a diverse workforce and building a culture of inclusivity.  Our goal is to create a place where people feel respected, valued and able to bring their authentic selves to work each day. 

Did we mention that we also offer excellent benefits, competitive compensation and a progressive, healthy company culture? If you’ve ever spent your workdays watching the clock, you know how important a positive work environment is for a person’s well-being. The Bountiful Company is committed to supporting wellness in all forms. And when it comes to wellness, nature is a pretty good place to start.

Job Description

The Coordinator Customer Facing Quality will monitor incoming calls, e-mails and chats to ensure quality, customer service and adherence to policies and procedures of the organization and provide feedback to assist in the creation of performance improvement goals and training development.

Additional responsibilities include:

  • Monitor incoming calls, emails and chats to make sure contact center associates are in compliance with rules and regulations, using correct selling techniques and providing a superior service experience.
  • Ensure associates provide/facilitate warm and friendly customer conversations, answer and take ownership of customer inquiries.
  • Work with the leadership to evaluate associates on all KPI’s, including attachment rate, not ready time, contacts per hour, monitoring scores, etc.
  • Provide coaching and feedback to contact center associates to make sure they understand new policies and procedures and use the most effective means for handling phone calls without sacrificing sales and customer service.
  • Provide feedback to supervisors on specific areas of strength and weakness of associates.
  • Provide feedback to management regarding training development opportunities and to external departments to highlight areas of opportunity to improve service and communication.

Job Requirements

  • 2+ years of experience in contact center sales and customer service
  • High school diploma required
  • Excellent verbal and written communication skills
  • Excellent interpersonal skills
  • Strong knowledge of contact center systems, policies and procedures

Ref # POS000000174X