Customer Service Phone Agent (E-Commerce )

Salary Range: $20.00 per hour
Benefit Eligible: Yes, includes health insurance (medical, dental, vision) along with paid time off and a 401(k) with company match
Location: This role is 100% remote (WFH) within the US only. For tax and compliance purposes, this role is open only to candidates that will reside/work in the following states: AR, AZ, CA, CO, GA, FL, ID, IL, LA, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY
Classification: Non-exempt, Regular Full-time
Reports to: Customer Service Manager
Number of Openings: 3

The Company

Paleovalley is a health-conscious snack and supplement company. We are committed to making delicious, high-quality products that do not cut corners. We source from organic farmers using regenerative agricultural practices. Our goal is to support our customers with better alternatives to the health-damaging junk foods and synthetic supplements lining the grocery store shelves.

The Opportunity

As an E-Commerce Customer Service Phone Agent at Paleovalley, you will be the first point of contact for our customers, providing them with outstanding service and support via phone and email. Your primary responsibility will be to handle customer inquiries, resolve issues, and ensure a positive experience with our products and services. In addition to customer service, you will also engage in sales activities, helping to promote and sell Paleovalley products to our valued customers. You will play a crucial role in maintaining our reputation for exceptional customer satisfaction and driving sales growth.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Answer incoming customer calls in a professional and courteous manner.
2. Assist customers with product information, order status, and general inquiries.
3. Resolve customer complaints and issues efficiently and effectively.
4. Process orders, returns, and exchanges accurately.
5. Maintain a comprehensive understanding of Paleovalley products and promotions.
6. Record and update customer information in our database.
7. Collaborate with other departments to resolve complex customer issues.
8. Provide feedback to management regarding common customer concerns and suggest improvements.
9. Meet or exceed performance metrics, including call handling time and customer satisfaction scores.
10. Stay up-to-date with company policies, procedures, and product knowledge.
11. Identify customer needs and recommend suitable Paleovalley products.
12. Promote and upsell Paleovalley products during customer interactions.
13. Achieve sales targets and contribute to overall company sales goals.

Competencies

1. Excellent verbal communication skills with a friendly and professional demeanor.
2. Ability to handle high call volumes and work in a fast-paced environment.
3. Strong problem-solving abilities and attention to detail.
4. Ability to work independently and as part of a team.
5. Proficiency in using customer service software and tools, with the ability to learn new software/tools as needed
6. Empathy and patience when dealing with customers.
7. Strong organizational and multitasking skills.

Required Education and Experience

1. High school diploma or equivalent; additional education or certifications in customer service, sales, or related fields is a plus.
2. To be considered, applicants must have a minimum of at least one year of experience in an e-commerce environment.
3. Candidates must have one year of experience in a phone support role, with the ability to answer calls in a friendly and warm manner.
4. Minimum three months of sales experience.

Preferred Education & Experience

1. Sales experience and a proven track record of meeting or exceeding sales targets is preferred.
2. Experience with Google Suite, Slack, Shopify, Help Scout, and Richpanel preferred.

Additional Eligibility Qualifications

Candidates must have the ability to maintain a dedicated, distraction-free, quiet work environment during working and training hours. The company will provide any required equipment.

Work Environment and Physical Demands

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies that weigh up to 10 pounds, and to bend and stand as necessary.  

Position Type/Expected Hours of Work
This is a full-time position, during regular business hours between 9:00am - 5:00pm in the employee's time zone. Candidates may be located in any approved states, with a preference for candidates that can support the following time zones: CST, MST, PST. This position does not require travel.

Work Authorization/Security Clearance (if applicable)

The employee must be authorized to work in the United States for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

EEO Statement:

Paleovalley and Wild Pastures are equal opportunity employers. Employment and processes, including decisions to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

E-Verify:

Paleovalley and Wild Pastures participate in E-Verify, the federal program for electronic verification of employment eligibility.