Customer Service Representative - Call Center

RESPONSIBILITIES

• Manage high-volume inbound customer interactions across phone, email, and chat 
• Deliver empathetic, solutions-focused support while maintaining professionalism 
• Meet and exceed performance metrics including: 
  • Customer Satisfaction (CSAT) 
  • Average Handle Time (AHT) 
  • Service Level Agreements (SLAs) 
  • Productivity and resolution goals 
• Navigate multiple systems simultaneously with accuracy and efficiency 
• De-escalate challenging situations while protecting company policy and customer trust 
• Maintain thorough and precise case documentation 
• Collaborate with internal teams to resolve complex customer issues 

WHAT YOU NEED

• High school diploma or general education degree (GED) is required. 
• 2+ years of customer service experience in a call center or high-volume support environment 
• Experience working in the DTC, CPG, VMS, or the wellness industry is highly preferred
• Proven ability to maintain an over 90% CSAT score
• Professional experience with CRM platforms; Salesforce is a plus
• Experience managing 30+ interactions per day across all channels; phone, email and chat. 
• Strong written and verbal communication skills 
• Ability to remain calm and professional in escalated situations 
• Excellent time management and multitasking skills 
• A dedicated, distraction-free remote workspace 

WHAT WE OFFER

• Competitive compensation
• 100% company-paid medical, dental, and vision insurance coverage for employees
• Company-paid short- and long-term disability insurance
• Company- paid life insurance
• 401k plan with employer matching contributions up to 4%
• Gym membership reimbursement
• Monthly allowance of Thorne supplements
• Paid time off, volunteer time off and holiday leave
• Training, professional development, and career growth opportunities