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
Thorne is the leader in science-backed health and wellness solutions built to connect the science of performance with the science of people. It was founded in 1984, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.thorne.com.