Customer Service Associate
$45,760–$45,760 year
RemoteUnited States or Hackettstown, New Jersey, United States
Job Summary
Answer priority tickets regarding order, subscription, and address changes while de-escalating emotionally charged scenarios with grace. Respond to customers to make them feel heard, log quality, fulfillment, and shipping issues, and forward tickets to marketing, wholesale, or tech departments. Issue refunds with management approval and send replacements or discount codes when needed. Collaborate across departments, communicate improvements to website pathways, and maintain an up-to-date calendar. Work remotely 40 hours per week in EST, utilizing tools like Klaviyo, Gorgias, and Google Sheets.
Required Qualifications
- Authorized to work in the U.S.
- Good memory, follow-up skills, and ability to manage multiple priorities
- Good time management skills
- Ability to communicate concisely, clearly, and kindly
- Good grammar and punctuation
- Fine attention to detail
- Pattern recognition (noticing when customers bring similar experiences to your attention)
- Investigative skills (catching mistakes, connecting the dots, etc.)
- Basic understanding of Google Sheets (Build Google Sheets tracking systems to monitor and resolve active issues efficiently)
- Problem-solving skills
- Ability to work under pressure (high-ticket volume)
- Teamwork with your department as well as other departments when necessary
- Willingness to learn and grow
- Ability to remain seated and work at a computer for extended periods of time
- Ability to use a computer, keyboard, mouse, and telephone for prolonged periods
- Ability to communicate effectively via Slack, video conferencing, and written communication via Gorgias, Gmail, and other pathways
- Ability to maintain a dedicated, safe, and distraction-free home workspace with reliable internet access
- Knowledge of our refund, shipping, and subscription policies
- Knowledge of product offerings, ingredients, discounts, and sourcing
- Knowledge of daily systems used (Klaviyo, Gorgias, Skio, Post Script, Slack, Google, Notion, etc.)
- 40 hours per week, full-time employment
Desired Qualifications
- Interest in product quality, traditional food, wellness, and customer care is a plus
- Bachelor's degree preferred
- East Coast Hours Preferred (EST)
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