WeightWatchers Contact/Call Center Agents

WeightWatchers®                     

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Contact Center Customer Service Representative – WeightWatchers® In-House Contact Center, Leawood, Kansas

Weight Watchers, International—a global, publicly traded firm with strong values, great people and a great opportunity— seeks motivated, productivity-minded candidates who have a minimum of 1 year of experience in direct customer service positions in a “best practices” contact center.

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Job Description
 
Customer Service Representatives (CSRs) are responsible for handling a high volume of inbound customer care and inquiry calls and/or emails from the company’s consumer and corporate members. As the business and the center evolve, CSRs will also have opportunities to participate in outbound sales campaigns, customer care outreach pilots, and other creative extensions of the Weight Watchers experience.

CSRs are required to master a variety of online tools, as well as a large body of corporate knowledge, so that they can provide timely, accurate responses to callers. They are also expected to be adept at handling complaints, probing for issues, troubleshooting and solving problems, all while maintaining a supportive, empathetic relationship with the caller. The weight-loss journey is a deeply personal and often emotional experience, and Weight Watchers Contact Center Representatives are expected to manage calls compassionately, but still cost-effectively.

As in any contact center, CSRs will be held strictly accountable for schedule adherence and for meeting or exceeding performance standards on a scorecard that measures, among other things, call quality and tone, effectiveness of problem resolution, call throughput, thoroughness of responses and documentation, and other key performance indicators.

Because each CSR is an ambassador for and representative of the Weight Watchers brand, it is essential that all calls are handled professionally, with clear communication, and consistently correct grammar and spelling in both spoken and written contacts.

The WeightWatchersContactCenteris a well-established organization; however, now and for the next 12 to 18 months, the center will experience significant change, in response to new corporate strategies.  CSRs will be expected to embrace best practices, quickly master new technologies, and rapidly transform the site into a model of world-class contact center operations. The ideal candidates will have a proven history of resilience, high energy, and an appetite for continuous improvement.

Essential Job Functions

• Provide world-class customer service by promptly and professionally handling inbound/outbound contacts, email contacts or off-phone resolution work, including but not limited to:

—      Basic inquiries from consumers and members about products and services, meeting locations, billing issues, cancellations, etc.

—     Support for “fragile” members who are struggling with the program (to provide encouragement and ideally to retain them as members)

—     Complaints about any aspect of the Weight Watchers experience

—     Questions about Weight Watchers technology for members, including explanations and troubleshooting related to the online toolkit and various mobile apps

—     Orders for Weight Watcher products and services

—     Inquiries from Corporate partner administrators related to their program details and their portal technology

• Adhere to Weight Watchers quality standards, scripts, and policies in all interactions
• Identify and escalate priority issues and complex problems promptly and courteously
• Follow up on contacts as needed promptly and effectively; this may include returning calls, emailing, faxing, managing paperwork, or liaising with other departments
• Use online and offline tools effectively to research and resolve caller issues
• Document accurately and promptly all interactions as required using the tools provided (e.g., the Customer Relationship Management system, billing system)
• Master new technology as it becomes available
• Stay abreast of content needed to effectively handle customer questions
• Serve as a positive and knowledgeable representative of the Weight Watchers brand at all times
• Promote and represent the Weight Watchers Values (see pages 1-2) with customers, peers, and superiors
• Fulfill commitments to the company and to the Customer Service Team by showing up for work on time, well prepared, demonstrating a positive, cooperative attitude
• Communicate regularly with all team members, peers, and superiors to ensure that everyone has the information they need to be successful
• Contribute to continuous process improvement and “best practices” efforts with the goal of attaining and maintain status as a world-class contact center

Key Experience For Candidate Consideration:

• Minimum of high school diploma or GED required; prefer an Associate Degree from two-year college or university or very strong equivalent experience.
• Minimum of 1 year relevant work experience within a contact center environment (either outsourced or in-house).
• Experience using contact center technology
• Knowledge of customer service principles and practices
• Proficient in basic computer applications (e.g., word processors, browsers, search tools, email systems), with good data entry/keyboarding skills
• Demonstrated ability to understand and interpret caller concerns and respond appropriately
• Proven success in recognizing and defusing situations with disgruntled customers, resulting in a mutually positive conclusion for the customer and the company
• Able to prioritize and handle multiple tasks effectively in a fast-paced environment
• Demonstrated competency in using correct grammar, correct spelling, and clear language in both spoken and written communication

Note: candidates considered for email positions will be asked to provide a writing sample

• Willingness to work on a rotation shift (i.e., periodic shift bid process, based on performance)

Bilingual (English/Spanish) a plus

Travel Requirements:
• Minimal travel to Corporate training may be required.

Physical Demands:
• Working flexible hours as required by the needs of the Center

Compensation and Benefits:  Competitive Salary and Great Benefits