Angela Sanders

The Social Media Associate (FLEX) is a critical member of the Customer Service team that supports both the e-commerce and Social Media divisions of customer contacts. This position supports direct communication and troubleshooting with customers through all customer service contact methods (emails, chats, calls) and various social media channels to ensure that a satisfactory and positive experience is provided to the Onnit community.

PRIMARY DUTIES AND RESPONSIBILITIES

The Social Media Associate (FLEX) has successfully completed all Tier 1 competencies and is still responsible for the day-to-day activities of the department, as well as supporting the Social Media team with reactive customer/community support.

• Manage all daily activities with DTC Onnit customers with high quality service and in designated SLA

o Answer incoming calls, general support tickets, and live chats to assist customers efficiently

o Thoroughly document all customer correspondence as needed within Atlas and other necessary databases

o Trained on products, services, and shipping partners to effectively communicate Onnit offerings to the customer

o Complete surveys for all complaints to help document customer feedback pertaining to product(s) and service(s)

o Review and respond to Bazaarvoice reviews

• Manage incoming contacts through Onnit’s social media channels
• Facebook, Twitter, and Instagram
• Assisting with direct messages from the community
• Responding to comments on Onnit posts and paid advertisements
• Engage with the online community through tagged posts on Instagram
• Escalate community concerns to management and/or Social Team effectively, as needed

SUPPLEMENTAL DUTIES AND RESPONSIBILITIES

· Fluent in Onnit’s brand voice; can speak anonymously on behalf of the brand

· Complete Tier Progression Program cross training curriculum within divisions of CS and other departments

· Be a contributing member to SSKs and annual review self-assessments

Work closely with Social Media Team for thorough communication between departments

SKILLS, CERTIFICATIONS/LICENSES, SPECIAL REQUIREMENTS

· Familiarity with Internal and External Platforms (or something similar):

o CS: CRM Tools, Bazaarvoice, Braintree, Geodis Visibility, Google Drive, Atlassian Product Suite (Jira), NetSuite, RingCentral, Slack, Survey Monkey, UPS QuantumView, Zendesk

o Social: Facebook Business Manager, Hootsuite, Facebook, Twitter, and Instagram

· Preexisting member of the Onnit Tribe Facebook group

At least 1 year in e-commerce support required

The Customer Service Associate Tier 3 is a key player in providing excellent customer service through multiple channels while ensuring a seamless and positive experience for customers. This role requires expertise in managing customer inquiries, product returns, and shipping issues,

Primary Responsibilities

• Answer incoming calls, general support tickets, and live chats to assist customers efficiently.
• Document all customer correspondence as needed within Atlas and other necessary databases.
• Educated on products, services, and shipping partners to effectively communicate Onnit’s offerings to customers.
• Initiate returns, refunds, and reships.
• Complete surveys for all complaints to document customer feedback.
• Report all Adverse Events to Quality specialist in accordance with SOP.
• Fluent in Onnit’s brand voice and core values.
• Assist Social Media department with forward facing communications.
• Review and respond to BazaarVoice reviews

Skills/Software

• Customer Service: CRM Tools, BazaarVoice, Braintree, Geodis Visibility, Google Drive, Atlassian Product Suite (Jira), NetSuite, RingCentral, Slack, Survey Monkey, UPS Quantum View, Zendesk
• Social Media: Facebook Business Manager, Hootsuite, Facebook, X, Instagram

Account Manager is responsible for acting as the primary liaison between clients and operations, ensuring a seamless and positive experience throughout the rental process. This role focuses on maintaining strong relationships with both new and existing clients, addressing their needs, and providing exceptional customer service. Adept at managing client accounts, handling sales inquiries, and resolving conflicts efficiently. The role involves overseeing accounts receivable for cash clients and handling incoming calls, online quote requests, and walk-in customers. Plays a key role in supporting business growth through proactive lead generation and follow-up.

Primary Responsibilities

• Act as liaison between client and operations
• Responsible for keeping current clients satisfied
• Develop and maintain relationships with new clients
• Responsible for walking new and current clients through the rental process
• Responsible for generating and following up on sales leads
• Manage and solve conflicts that may arise with clients
• Responsible for accounts receivable of cash clients
• Responsible for answering incoming calls, online quote requests, and working with walk-in clients.

The dual role of Accounts Receivable Manager and Human Resources Specialist combines financial management with HR expertise. As Accounts Receivable Manager, responsibilities include overseeing the verification of transactions, managing accounts receivable operations, preparing reports, and resolving overdue accounts. In the Human Resources capacity, this role involves maintaining personnel files, streamlining onboarding and termination processes, and assisting employees with insurance and company policies. This position plays a critical role in ensuring both financial accuracy and compliance with HR policies and regulations.

Accounts Receivable Manager:

• Verified details of transactions, including funds received and total account balances.
• Coordinated approval processes of all prospective account clients by running credit checks and calling references.
• Managed accounts receivable operations.
• Prepared weekly accounts receivable reports.
• Investigated and resolved overdue accounts.
• Applied payment to account balances.
• Prepared deposit slips.
• Handled cash, check, and credit payments.

Human Resources:

• Managed and maintained over 130 personnel files according to policy and federal and state law and regulations.
• Designed and implemented new employee paperwork packets.
• Resolved personnel issues.
• Streamlined onboarding process and termination processes.
• Assisted employees regarding insurance and company policy.

The Sales and Customer Service Representative is responsible for driving sales by quoting prices, negotiating terms, and following up on existing leads. This role involves working with both new and existing customers to meet their needs with tailored product and service solutions. The representative ensures a high level of customer service by promptly addressing inquiries, processing payments, and resolving complaints. Additionally, they maintain detailed account records using Point of Rental software and provide cross-training support for other customer service representatives. This position also involves training staff on the rental software and communicating merchandise needs to supervisors.

• Quoted prices, credit terms, and other bid specifications.
• Followed up on existing quotes to generate sales.
• Negotiated prices, terms of sales and service agreements.
• Contacted new and existing customers to discuss how their needs could be met with specific products and services.
• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail, and fax.
• Responsible for processing customer payments in a timely manner and guaranteeing a high level of customer service.
• Maintained up-to-date knowledge of store policies regarding payments, cancellations, and equipment.
• Guaranteed positive customer experiences and resolved all customer complaints.
• Maintained detailed account records and contact logs using Point of Rental.
• Cross-trained and provided back-up for other customer service representatives when needed.
• Trained staff on how to use company rental software, Point of Rental.
• Communicated all merchandise needs or issues to appropriate supervisors.

The Event Rental Consultant and Receptionist is a dual role responsible for managing customer inquiries and rental processes while also handling front desk and administrative tasks. As an Event Rental Consultant, this role involves quoting prices, negotiating terms, and processing payments for event rentals, ensuring high customer satisfaction. As the Receptionist, the individual is responsible for greeting visitors, answering phone calls, and managing office correspondence and administrative duties. This role requires excellent communication, organizational skills, and multitasking abilities.

Event Rental Consultant:

• Quoted prices, credit terms, and other bid specifications.
• Followed up on existing quotes to generate sales.
• Negotiated prices, terms of sales and service agreements.
• Contacted new and existing customers to discuss how their needs could be met with specific products and services.
• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail, and fax.
• Responsible for processing customer payments in a timely manner and guaranteeing a high level of customer service.
• Maintained up-to-date knowledge of store policies regarding payments, cancellations, and equipment.
• Guaranteed positive customer experiences and resolved all customer complaints.
• Maintained detailed account records and contact logs using Point of Rental.
• Cross-trained and provided back-up for other customer service representatives when needed.
• Trained staff on how to use company rental software, Point of Rental.
• Communicated all merchandise needs or issues to appropriate supervisors.

Receptionist:

• Responsible for answering incoming calls and providing assistance to customers.
• Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
• Dispersed incoming mail to correct recipients throughout the office.
• Made copies, sent faxes and handled all incoming and outgoing correspondence.
• Organized files, developed spreadsheets, faxed reports and scanned documents.

The Office Manager plays a key role in managing day-to-day operations and ensuring tenant satisfaction within a property management office. This role involves maintaining accurate tenant records, developing efficient filing systems, and overseeing communication between tenants and the office. The Office Manager also generates property listings, follows up on leads, and meets with prospective tenants to showcase available properties. Additionally, the role includes creating advertisements for open rental units and handling all incoming and outgoing correspondence.

• Generated lists of properties that were compatible with potential tenants needs.
• Contacted new and existing tenants to discuss how their needs could be met as occupants of the property.
• Actively follow-up with prospects and hot leads.
• Met with prospective tenants to show properties.
• Developed highly empathetic tenant relationships.
• Developed and created a more efficient filing system to accelerate paperwork processing.
• Verified that information in the computer system was up-to-date and accurate.
• Handled incoming and outgoing correspondence, including mail, email, and faxes.
• Developed advertising for open rental properties.