Field First Specialist (FFS) are frontline service professionals that field incoming communications via phone, email & social media from OPTAVIA Coaches. FFSs support our OPTAVIA Coaches by providing program and product information, resolving issues, managing OPTAVIA Coach business calls, and providing educational and informational data to drive new and continued business. FFSs are also responsible for managing a multitude of other service related tasks that vary through the monthly sales cycle as well as annually.
FFSs handle 40-60 contacts per day through OPTAVIA's inbound sales and service telephone queues as well as outbound outreach and follow up to OPTAVIA Coaches. FFSs create the Ultimate Client Experience for our OPTAVIA Coaches by delivering service in a professional and caring manner while meeting productivity standards established by the department.
FFSs are trained to provide complex Client and OPTAVIA Coach support for OPTAVIA using multiple software systems. They must maintain a continuing knowledge base on products and services as well as OPTAVIA business processes and procedures, along with the ability to research issues through available tools and resources.
Answer e-mails, chats, and telephone calls in a timely, accurate, and professional manner.
Conduct outbound calls to congratulate OPTAVIA Coaches on rank advancements as well as educate on new products, services and systems.
Continually learn and adapt with business needs to meet or exceed Net Promoter Score (NPS).
Adhere to guidelines set by the quality assurance program in order to provide the Ultimate Client Experience. Meet or exceed quality metrics per department guidelines.
Demonstrate superior listening skills and the ability to manage OPTAVIA Coach, requests and concerns in a timely, professional and efficient manner.
Manage and resolve complex issues providing research that is timely and accurate with complete follow up regarding OPTAVIA Coach concerns, questions, and complaints directly with OPTAVIA Coaches
Responsible for reporting and documenting quality assurance and control issues.
Demonstrate proficiency in the following queues: Returns and Exchanges, OPTAVIA Coach Services, and sales, May also be required to cross train for international markets.
Responsible for maintaining an extensive knowledge of products, policies, and procedures, and the compensation plans of OPTAVIA.
Participate in OPTAVIA initiatives, events and/or convention as needed
Consistently look for new and improved methods of servicing OPTAVIA Coaches and provide that feedback to immediate supervisor
Act as a back-up to the client support teams during high call volume periods
High school diploma or GED required; Bachelor's degree preferred.
4+ years of customer service, call center, or retail experience.
Possess advanced phone etiquette, problem solving and customer service skills and exhibits a caring, professional, and enthusiastic demeanor when speaking to OPTAVIA Coaches both verbally and in writing.
Requires the ability to manage challenging situations demonstrating the ability to communicate effectively using de-escalation techniques, while maintaining a strong personalized business relationship.
Flexibility to work a changing schedule based on the needs of the business; including some weekends.
Must have advanced PC skills with a working knowledge of Microsoft Office, including Outlook, Word, and Excel;
Ability to demonstrated proficiency in the software systems required to manage the telephone queues serviced;
Must be able to adapt to ongoing changes with technology, products, processes, and services, etc.;
Must possess superior verbal and written skills to effectively and empathetically communicate with internal and external customers through phone and email;
Must have good research skills and effective utilization of available resources in order to provide resolution to Client, OPTAVIA Coach, and internal resource issues in a timely manner;
Ability to handle challenging and complex Client and OPTAVIA Coach
Ability to multitask.
Ability to travel 10% of the time per year.