Customer Care Specialist

ABOUT KATE FARMS

Kate Farms is a company with heart. Our company was founded on the belief that good nutrition leads to good health, and good health opens the door to endless possibilities. Thats why our mission is to make nutrition the cornerstone of healthcare so people can live their best lives. We are a medical food company that makes complete nutrition formulas for people who have a medical need for liquid nutrition.

Kate Farms works to be the place where a diverse mix of talented individuals want to come, stay, and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is at the core of Kate Farms values. We are an equal?opportunity employer and fully focused on equality; we believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all the other fascinating characteristics that make us different. We invite you to do the best work of your life with us at Kate Farms.

POSITION OVERVIEW

The Customer Care team provides excellent support for customers on their wellness journeys, helping them live their best lives. The Level 1 Customer Care Specialist has a unique mix of excellent interpersonal skills, including strong written and verbal communication, technical aptitude, empathy, and a genuine desire to help customers. You will assist Kate Farms customers with eCommerce?related questions and product information, quickly identify issues, and determine the best course of action for resolution.

*This role is requiring someone to work East Coast Hours.

WHAT YOU WILL DO
Customer Support & Communication

• Effectively interact with customers via phone, webform, and chat to provide clear, accurate information in an empathetic manner.
• Listen attentively and demonstrate patience and understanding in all customer interactions.
• Anticipate customer needs and proactively suggest resolutions tailored to individual requests.
• Use proper communication procedures, guidelines, and policies.
  

Problem Resolution & Performance

• Quickly identify customer issues and determine appropriate solutions.
• Meet or exceed performance expectations, including Customer Satisfaction scores, quality scores, and customer resolution times.
• Effectively use Customer Care technology platforms to assist customers and capture relevant data.
• Adapt to changing workflow processes and accommodate shifting priorities.
  

Team Collaboration & Improvement

• Contribute ideas to improve team processes and customer experience.
• Participate in team meetings and training sessions.
• Seek to understand the impact of your work on business goals.
• Collaborate with team members to ensure consistent, high?quality customer service.
  

Operational Excellence

• Manage multiple priorities and goals depending on levels of urgency.
• Meet deadlines through efficient time management.
• Stay focused during peak volume periods while handling tasks simultaneously.
• Proactively work to minimize mistakes and pay close attention to detail.
  

WE ARE LOOKING FOR SOMEONE WHO

• Bachelors Degree in English, Spanish, Communication Studies, Humanities, or equivalent experience.
• 01 year of customer service experience in a service?related role; experience in healthcare, wellness, or mission?driven organizations preferred.
• Proficient with technology platforms; ability to learn and navigate new systems quickly (Salesforce experience a plus).
  
• Excellent written and verbal communication skills with strong problem?solving and analytical abilities.
• Empathetic, detail?oriented, and highly organized with sound judgment and decision?making skills.
• Self?motivated, adaptable, and able to manage workload independently while collaborating effectively in a team environment.
• Eager to learn, grow, and contribute to a positive customer experience.
• Flexible to work core business hours (8am5pm EST), varied shifts, and holidays as needed.
• Quiet, private home workspace with reliable high?speed (25+?Mbps) wired internet connection.
• Strong commitment to company mission and values.
• Ability to work independently and collaboratively in a fast?paced, dynamic environment.
• Respectfully shares and accepts feedback willingly from all levels of the organization.
  

PHYSICAL DEMANDS

• Effectively handle lifting of various objects weighing up to 12 pounds.
• While performing the essential functions of the job, the employee will be required to bend, stoop, kneel, reach, and climb stairs.
• Possess the ability to sit at a computer for extended periods of time.
  

WORK ENVIRONMENT

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

This position will work in a home/office environment with regular trips to the corporate office.

It is Kate Farms policy that any position that requires regular interaction with healthcare professionals require that, if hired, you be vaccinated against COVID-19 unless you need a reasonable accommodation due to sincerely held religious beliefs, medical needs, or other reasons protected by applicable federal, state, and local law.

COMPENSATION & BENEFITS

Compensation for this role is in the form of base salary plus a variable component that together comprise the On?Target?Earnings (OTE). The typical starting salary range for new hires in this role is listed below. This range represents the lowest to highest salary range we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Please note that base pay offered may vary depending on factors including your geographic location, job?related knowledge, skills, and experience.

If hired, employee will be in an at?will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. All job offers are contingent upon successful completion of background verification.

$24.00 / hour - $26.00 / hour USD

For full?time salaried or hourly workers, our total rewards package also include the option to enroll in a company?matched 401(k) plan, as well as participate in Company?sponsored medical, dental, vision, and basic life insurance plans for the employee and the employees eligible dependents. Employees will also receive a generous PTO benefit with a starting accrual of 15 days per year (prorated upon hire and increased by tenure), two weeks of paid Refresh leave, 80 hours of paid sick leave annually, and 11 paid holidays throughout the calendar year. Kate Farms offers a range of other benefits offered with an emphasis on employee well?being such as paid disability leave, paid parental / pregnancy leave, Flexible Spending Accounts (FSA), tuition reimbursement, an Employee Assistance Program, and more.

NOTE

NOTE: This job description is not intended to be all?inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization as directed by the management of the company.

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