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. That's 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

Bachelor's Degree in English, Spanish, Communication Studies, Humanities, or equivalent experience
0-1 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 (8am-5pm 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

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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 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 401k plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's 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: 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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Customer Care Specialist (Level 1) East Coast

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