[Remote] Customer Service Representative - Call Center
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. They are seeking a Customer Service Representative to manage high-volume inbound customer interactions and deliver empathetic, solutions-focused support across various channels.
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
Skills
- 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
- 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
- Experience working in the DTC, VMS, or wellness industry 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