[Remote] Customer Service Representative- REMOTE

Note: The job is a remote job and is open to candidates in USA. Thorne is a leader in science-backed health and wellness solutions committed to helping individuals live healthier longer. As a Customer Service Representative, you will manage incoming orders and provide timely support to customers, ensuring they feel valued and informed throughout their experience.

Responsibilities

• Become thoroughly knowledgeable of the Customer Service Procedures Manuals and maintain knowledge base on an ongoing basis as procedural changes occur
• Attend work as scheduled, start work at the beginning of a shift, be on time to meetings, complete assigned tasks in a timely manner, and work overtime as required
• Know and follow the Customer Service Department policies and procedures and Thorne Research policies and procedures as outlined in the Employee Handbook
• Pay attention to detail. Complete paperwork accurately, neatly and fully
• Work willingly in different areas as assigned
• Build and maintain knowledge of Thorne Research product names, codes, and numbers to ensure efficient and accurate order entry
• Exhibit good telephone etiquette skills and communicate effectively. Possess a pleasant, friendly telephone voice and have good rapport with customers
• Maintain a professional attitude when under stress, a deadline, or when dealing with a problem, and demonstrate good judgment in doing so
• Enter orders accurately and quickly with attention to detail and follow department procedures and company policy including completing all paperwork fully
• Understand, retain, and utilize company and product information to assist customers with orders or questions (for example, up selling a new product, offering an alternative product when the requested product is out of stock, advises customer when close to a discount)
• Take initiative to consult with CS lead or supervisor on customer issues, taking into consideration applicable Thorne guidelines and the objective to be achieved by offering a solution
• Demonstrate trust by being consistent in performing work and responsibilities and by completing assigned tasks in a timely and satisfactory manner, without supervision
• Manage time effectively, observe the daily flow of the Customer Service Department and intuitively determine which tasks have priority and cooperatively assists other employees in completing those tasks
• Perform additional duties and responsibilities as assigned, in a competent and timely manner

Skills

• High school diploma or general education degree (GED) is required
• Ability to read and understand the Customer Service Procedures Manual, the Thorne Research Employee Handbook, and the Thorne Research website
• The employee follows instructions, both verbal and written, and communicates effectively with supervisors and fellow employees
• Develop and deliver on assigned objectives within requested timeframes
• Possess good interpersonal skills
• Engage others in a positive manner
• Possess strong attention to detail
• Possess strong verbal and communication skills
• Raise issues and concerns promptly
• Document and present work in a clear and concise manner
• Previous experience in a call center environment or phone-based support role is highly preferred

Benefits

• 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

Company Overview