Bilingual Customer Care Specialist (Level 1) West Coast - English and Spanish

Kate Farms•Goleta, CA

28d•$24 - $26•Remote

About The Position

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. 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 West Coast Hours and must be verbally fluent in English and Spanish.

Requirements

Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or equivalent experience.
Must be verbally fluent in English and Spanish, as well as possess excellent grammar skills in both languages.
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.

Nice To Haves

experience in healthcare, wellness, or mission-driven organizations preferred.
Salesforce experience a plus

Responsibilities

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.
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.
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.
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.

Benefits

option to enroll in a company-matched 401k plan
Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents
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
11 paid holidays throughout the calendar year
paid disability leave
paid parental / pregnancy leave
Flexible Spending Accounts (FSA)
tuition reimbursement
an Employee Assistance Program