Are you looking for a company dedicated to its customers that will provide you with challenge, growth, and development opportunities? At Bio Lab Naturals we are committed to providing natural and effective dietary supplements that truly improve the well-being of our consumers. We are always looking for motivated and talented team members who are passionate about the way people fuel their bodies. Explore the endless opportunities Bio Lab Naturals offers in an environment where we support you and help you achieve professional success.

Job Title:       Customer Service Representative
Reports To:  Operations Manager
FLSA:              Non-Exempt (hourly)
Date:               October 2014

Company Information

Bio Lab Naturals, Inc. is a Health and Wellness Company that was founded in 2001 with the vision of bringing high quality natural products to market that provide unique nutrients needed to maximize each individuals full potential and well being.  Bio Lab Naturals, Inc. has three divisions, each offering unique services and each selling to different markets.  The first and original division is Pure Solutions.  Pure Solutions is focused on selling our products to the health food and sports nutrition retail markets.  The second division is named BioProtein Technology.  BioProtein Technology focuses on selling products to the health and wellness professional market.  Through these two divisions, we are able to either sell our company’s brand of products or we offer the service of private labeling our products branded specifically for the customer.  Our third and newest division is named Trainer’s Elite Network (TEN) Institute.  The TEN Institute is currently structured as a direct selling company that recruits athletic trainers as distributors and compensates the distributors by using a structured compensation plan.  The TEN Institute is relatively new and this business model is currently being evaluated to maximize its future success.  Bio Lab Naturals, Inc. is headquarted in Tampa, FL.

Job Summary

Entry-level position requiring customer service skills and knowledge of both the health and wellness industry as well as the specific products, services and technology offered by the TEN Institute. This position offers assistance to distributors and customers by responding to telephone and email inquiries, analyzing problems and providing support according to company policies and procedures. The incumbent must be available to receive customer calls and emails as well as make outbound phone calls the entirety of the workday.

  • Serve as the first point of contact to distributors and customers for admin, product and service support.
  • Demonstrate the ability to be deliberate, consistent and timely in regards to responding to questions and decision-making.
  • Takes a methodical and precise approach when investigating issues. Submits requests for assistance when necessary.
  • Conducts trainings to educate distributors and customers on products, website use and compensation plan.
  • Consults with management to resolve inquiries related to product returns and credit card refunds.
  • Makes daily outbound phone calls to resolve declined payments on open sales orders.
  • Constantly communicates positive feedback, requests/suggestions and red flags from the field to management.
  • Responds to inquiries for additional information and/or documentation regarding products and services.
  • Collaborates with all other teams to ensure they have the most current information in order to assist in the proper representation and further sales of TEN Institute’s products and services.
  • Able to react to change productively and handle other essential tasks as assigned.
  • Associates degree; or two to four years related experience and/or training; or equivalent combination of education and experience
  • High level verbal, listening and written communication skills
  • Must be diligent, organized and detail oriented
  • Proficient in the use of Microsoft Office, internet browsers and email communication systems
  • Ability to utilize common office equipment such as, but not limited to printers, copiers, fax machines, phone systems and computers
  • Adaptable – Able to work within a dynamic environment; willingness to help the company and peers to accomplish goals and objectives.
  • Expertise – Maintain a superior knowledge base of the products, services, technology, resources and processes as well as a thorough understanding of Bio Lab Naturals, Inc. values and concepts of strategic selling.
  • Detail Oriented – Ability to analyze situations, issues and questions in order to address and resolve in a timely fashion.
  • Solutions Oriented – Ability to align TEN Institute products and services with customer objectives and needs as well as the ability to evaluate solutions to determine areas of improvement.
  • Process Oriented – Fundamental understanding of service delivery procedures and impact on sales and retention strategy and importance.
  • Communication – Understand the best method to communicate within our organization and to our customers to promote sales and marketing. Clearly present the strategic direction so that the entire organization fully understands their role and responsibility to contribute to maximize our core goal of growing sales and building the organization. Communicate in an accurate, clear and concise manner; be able to recognize when others are having difficulty understanding your message and adjust accordingly.
The following list of competencies represents the non-negotiable core values that have been identified and are explained in detail by the founders and owners of Bio Lab Naturals. Every person employed or associated with our organization is expected to fully understand that these skills and values are considered to be the foundation of our corporate culture. Upholding these values is a mutual responsibility that is shared by the entire organization where we all hold each other accountable and we all share the mutual sacrifice and commitment required on a daily basis.
  • Focus and Appreciation for Health and Wellness – Demonstrate a healthy lifestyle and an understanding of the importance for good nutrition and dietary supplementation. Eager to promote and support the healthy lifestyle for others in our organization, for our customers and for consumers who use our products. Engage with a group within the organization that will create accountability and also establish a method that measures progress for your personal fitness and wellness.
  • Customer Service – Understand that every employee within Bio Lab Naturals provides a service for a customer. Customer service includes both providing services and information to clients that purchase our products, and also includes providing services to colleagues within our organization. Each member of the organization will be expected to provide the same level of service regardless of the customer and shall be held accountable through internal reviews and feedback from our clients. Excellent customer service is demonstrated by honoring all of the organization’s commitments and by providing helpful, courteous, accessible, responsive, and knowledgeable information when requested.
  • Product Quality– Protect and maintain the unquestionable and unequivocal presentation of quality and pride that exists for the products and services offered by Bio Lab Naturals at all times. We are all committed to holding each other accountable each day to ensure that only the best products and services are provided to our customers. Perfect product quality is the goal that is pursued daily to support our strategic selling tactics that build and support the organization. Product quality is demonstrated in the bulk product, the labeling, the packaging, the marketing materials, the shipping and handling and the verbal presentations we make when we are promoting our products during work and while we are communicating during our personal time.
  • Working as a Team – Bio Lab Naturals is a small group of unique individuals that work together in harmony to achieve the same results. Establish team-building behaviors that create shared goals where all team members are mutually committed and are willing to make mutual sacrifices to achieve our goals. Each employee in the organization must cooperate with others to accomplish our common goals and to understand each other’s responsibilities and contributions.
  • Focus on Sales – Bio Lab Naturals views our sales number as our score card for excellence. Each sale is perceived as a vote of confidence and support from our customers and ultimately the consumer. Every employee in this organization must understand the impact that their job has on both sales and the opportunity for sales every day.

NATURE OF SUPERVISON RECEIVED

Receives general direction from Operations Manager. Is competent to perform nearly all aspects of the job independently.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel;The employee frequently is required to walk. reach with hands and arms; and talk or hear.
  • The employee frequently is required to walk.
  • The employee is occasionally required to stand.
  • The employee must frequently lift and/or move up to 25 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Please please email your resume to: info@10institute.com

The above statements are intended to describe the general nature and level of work performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.