Customer Service Representative- REMOTE

Thorne Research Inc

27d•Remote

About The Position

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. Position Summary: As a Customer Service Representative, you’ll be the friendly, knowledgeable voice our customers rely on. In this role, you’ll manage incoming orders, provide timely and accurate information, and ensure each customer feels supported from start to finish. Through hands-on training and collaboration with your team, you’ll develop a deep understanding of our products and processes helping deliver the exceptional service that defines Thorne. This is a remote position. The hours are 11:30am - 8:00pm EST.

Requirements

High school diploma or general education degree (GED) is required.
Previous experience in a call center environment or phone-based support role is highly preferred.
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.

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.