The Records Representative must utilize knowledge of the Herbalife Marketing Plan, Rules of Conduct, employ analytical and research techniques to determine the adequate changes to the memberships. Perform verification of personal information documents that require direct contact with Distributor and Preferred Members. Excels in customer service skills, experience and be able to handle complex and/or sensitive cases. This process supports and reinforces our current policies and procedures, strengthens, and adds integrity to the Marketing Plan, and protects consumers, Distributors Preferred members, and the Herbalife business.

Responsibilities:

• Provides support to the Americas while maintaining an open mind to process improvements and helping identify areas that can be automated.
• Must use fact-finding and analytical skills to identify and report possible Ethical violations, and all details related to their request and/or complaint.
• 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.
• 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.
• Must stay informed and stay current with Herbalife's Marketing Plan, rules, and policies.
• 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.
• Ensure that all calls backs are handled within service levels agreed on SPA`s (Service Partnership Agreements)
• Assist all inquiries to maintain service level agreements, customer satisfaction expectations, QA guidelines and provide accurate and clear policies.

Skills:

• Ability to communicate effectively in verbal and written form in all 2 languages.
• 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)

Required

• Bilingual – Ability to write and speak fluently in English and Spanish.
• At least 2 year experience in a customer service industry.
•  High School diploma or equivalent GED equivalent.