CUSTOMER EXPERIENCE DIRECTOR
FROM REAL ESTATE TO PRIMEMYBODY
Jen didn’t always have experience in affiliate marketing. She got her professional start fresh out of the University of Louisville working in real estate, where she was successful in both commercial and residential sales. Stepping out of real estate years later, Jen made a brief move with her husband and firstborn son to rural Kentucky before they eventually moved back to Louisville where she took on a new role as an account executive for an advertising agency. Although she enjoyed the fast-paced work that comes in advertising, Jen felt a calling for a healthier balance between her career and family life.
"I loved working in the agency setting, but it was intense and the hours were pretty rigid. I think every woman probably goes through that, where you still want to work and do your job, but also want to find that balance with your family too and don’t want to jeopardize that time," Jen adds.
It was then that Jen’s career transitioned to the corporate side of affiliate marketing.
Having worked together in a previous affiliate marketing business, it was a no-brainer for our CEO, Paul Rogers, and Executive Vice President, Mary Mix, to bring Jen on when PrimeMyBody got started. Like any new company, PrimeMyBody sought out managers who understood all the elements necessary to get the business off the ground and establish a footing in the affiliate marketing industry. Utilizing her previous experience, Jen has played an integral role in helping out in many departments, including customer support, marketing, compliance, shipping and fulfillment, and event coordination.
THE HEART AND SOUL OF PMB SUPPORT
As PrimeMyBody has more than 60,000 independent Affiliates it’s pretty much expected that questions, concerns, and company-related issues will arise on a daily basis. That’s why it’s essential for us to have a support team that is dedicated to answering Affiliate and Customer questions and satisfying any concerns as seamlessly as possible. Managing and overseeing the entirety of our domestic and international support team is Jen Jeffries.
From support agent hiring and training to the delegation of daily support tasks and management of support development, Jen has been the heart and soul of our support department since day one. Although it’s not the most glamorous of departments to manage, having a strong customer support team is crucial to the overall health of PrimeMyBody. Jen has led that department with what she describes as a "balanced approach."
"I always try to lead by example. It sounds strange, but balance is a key factor in PrimeMyBody support. People matter and policies matter, you must find the balance between those two factors when you make a decision in customer support," Jen says.
When it comes to choosing her staff, Jen seeks out many valuable character traits when hiring, including trustworthiness, accountability, and discipline.
“We have an efficient, compassionate support team and I’m incredibly proud of them. I have trained U.S. support agents, as well as our agents in Japan and Mexico and each market is efficiently operating and maintaining that balance between policy and people.
She has personally trained every support agent in the PrimeMyBody support department and most recently has successfully onboarded PrimeMyBody Mexico’s lead support agent, Diego Ruflo. On her communication with each support agent, Jen says, “Even though we’re not in the same market or even the same state we all communicate all day long through technology like skype and messaging apps. Even though we don’t have a physical office I probably talk to them at least 10 times a day.”
IN HER OWN WORDS
A Jen-Of-All-Trades. It’s near-to-impossible for Jen to be on autopilot when she steps into her office each morning. She explains what her “typical” workday looks like.
Yikes, no day is ever the same! Typically, it begins with an overview of support within the US, Mexico, and Japan. I like to check all the voicemails first and send tickets out to different agents who have the tools to address particular issues. Next, I open up tickets online and filter and disperse the tickets to country-related support agents. After support tickets, I continue training our new market agents and helping them out. Currently, my main focus is our Mexico agents. After that, I switch over to internal tasks. That could include brainstorming ideas and themes for marketing campaigns, proofreading marketing content, addressing compliance issues, or helping to organize an upcoming event.
Why are you passionate about the PMB mission to help positively impact people’s wellness?
It is not very often you get to be a part of an industry that has products that can benefit so many people. We have all heard the testimonials, we have seen the results, and we have all felt better… it could be you, your friend or a family member. You don’t have to look very far to see that you are making a difference in someone’s life. When “we” take actions that align with our mission, we make a huge impact on the world. What could be more exciting than that?
Jen spills on what it’s like to work for Paul Rogers.
He’s just a great human being. Paul has really pushed me in a good way. By default, I can be a bit of an introvert. I like to get all the information first and then speak up. Paul has challenged me to step out of my comfort zone and speak up for what can be beneficial to the PMB operations and business.
What is it really like to work on the corporate side of PrimeMyBody?
You have to be a little crazy to work in this industry. I know everyone in corporate is all over the place lending help to each department that needs it. You have to have a natural tendency to be flexible. You really do have to be strong at multitasking because you never know what’s going to come up or what may be thrown at you. I embrace that about this industry and have trained myself to be adaptable to the unique tasks of each day.
On what attracted Jen to work at PMB.
This is easy – the leadership. We truly have incredible people leading this company. Paul Rogers and Mary Mix demonstrate what I live by every day, which is to work for a cause, not for applause. A lot goes on behind the scenes and to witness their work ethic and passion is inspiring. I am grateful to be a part of this team.