eCommerce Support Specialist (East Coast)

Kate Farms•Goleta, CA

13h•$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 is here to provide excellent support for customers who are on their wellness journeys and to help people live their best lives. The Kate Farms eCommerce Support Specialist has a unique mix of excellent interpersonal skills, English written & verbal communication skills, technical aptitude, are empathetic and have a genuine desire to help customers. Ecommerce Support Specalists help Kate Farms customers with eCommerce related questions and product information. They quickly identify issues and determine the best route to resolution. This person must work East Coast hours

Requirements

Has direct experience with customers in a service-related role.
Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or possess equivalent experience.
Must work during core business hours of 8am to 5pm (Eastern Standard Time), including the flexibility to work varied shifts and holidays as needed.
Demonstrates flexibility with scheduling and adapts to changing business needs, staying focused during peak volume while handling tasks simultaneously.
Have a quiet and private place in your home where you can work without background noise.
High speed internet connection (>25mbps). A hardwired connection to your home router is recommended.
A collaborative team player who brings positive and productive energy to the workplace.
Organized self-motivator able to manage personal workload, coordinate effectively with the team, and thoroughly complete assigned tasks to ensure every loop is closed.
Proactively works to minimize mistakes and pays close attention to detail.
Quick learner, able to absorb and convey complex product details in a meaningful way to a variety of audiences.
Possesses excellent judgment, organizational, analytical, and problem-solving skills.
Proficient with technology and software platforms.
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

Salesforce is a plus.

Responsibilities

Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner.
Listens well and demonstrates patience and understanding in customer interactions and with their teams, and in meetings.
Anticipates and proactively suggests resolutions to customer questions that are tailored to individual customer requests.
Adapts to changing workflow processes, accommodate shifting urgencies, manage multiple priorities & goals depending on levels of urgency, and meet deadlines through efficient time management.
Meets or exceeds performance expectations including Customer Satisfaction scores, quality scores, and customer resolution time.
Effectively uses Customer Care technology platforms to assist customers and capture relevant data that will enhance the customer’s experience.
Uses proper communication procedures, guidelines, and policies.
Looks for and contributes ideas to improve the team and customer experience.
Seeks to understand the impact of their work on the business while contributing to team goals.

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
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
11 paid holidays throughout the calendar year
paid disability leave
paid parental / pregnancy leave
Flexible Spending Accounts (FSA)
tuition reimbursement
an Employee Assistance Program