Overview:
**Level**:Staff III
**Recruiter**:Manuel Garcia
**Hiring Manager**:Paola Arriaga, Supervisor, Records Transactional
** STATEMENT**:
This position acts as a bridge between Pro2Col Health and Herbalife, safeguarding the integrity of both companies’ membership ecosystems. Leveraging in-depth knowledge of each organization’s Marketing Plan and Rules of Conduct, it researches, analyzes, and validates membership-change requests while delivering white-glove support on complex or highly sensitive cases. This work protects customers, Distributors, and Preferred Members, reinforcing the policies and procedures that underpin both businesses.
**DETAILED RESPONSIBILITIES/DUTIES**:
1. Provides support to the Americas while maintaining an open mind to process improvements and helping identify areas that can be automated.
2. Must use fact-finding and analytical skills to identify and report possible Ethical violations, and all details related to their request and/or complaint.
3. Responsible for creating and maintaining accurate and complete records (research, communication, etc.) across all business systems. By updating HDMS files and documenting changes via Sales Force.
4. Ensure all inquiries are handled with in the SLA´s that have been established. They must be managed within the guidelines outlined in the procedures, meeting established quotas, service level and accuracy standards.
5. Must stay informed and stay current with Herbalife’s Marketing Plan, rules, and policies.
6. Serve as a liaison between Distributors & Preferred Members, internal departments, and Management by handling all work-related interactions in a courteous, cooperative, and professional manner.
7. Ensure that all calls backs are handled within service levels agreed on SPA's (Service Partnership Agreements)
8. Assist all inquiries to maintain service level agreements, customer satisfaction expectations, QA guidelines and provide accurate and clear policies.
Job Qualifications:
**REQUIRED QUALIFICATIONS**:
Required
**Key Performance Highlights**:
Experience**:Minimum 1 year in Records.**
Ability to communicate effectively in verbal and written form in all 2 languages (english and spanish).
**Skills**:
Required
- Ability to communicate in a clear, concise and courteous manner, internally and externally, at all levels and across diverse cultures.
- Ability to recognize and escalate issues as needed.
- High degree of flexibility in order to function under various timelines while maintaining a positive and professional attitude, and adapt as the external environment and organization evolves.
- Strong logical, analytical and problem-solving skills with the ability to accurately and precisely summarize and present key information.
- Proficient with Microsoft Office (Word, Excel, Outlook)
**Experience**:
Required
- Bilingual - Ability to write and speak fluently in English and Spanish.
- At least 2 year experience in a customer service industry.
**Education**:
Required
- High school diploma or GED equivalent.