Description
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, youโll 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.
This roles starts at $17.50 per hour. Candidates with prior customer service experience may be considered at a higher rate based on years of relevant experience.
Phone Support: The hours are 11:30am - 8:00pm EST.
At Thorne, our Customer Service Representatives are trusted partners in our customersโ health journeys. This role is ideal for someone who thrives in a fast-paced, high-volume environment and takes pride in delivering thoughtful, solutions-focused support across phone, email, and chat.ย
If you are metrics-driven, detail-oriented, and committed to professional communication, weโd love to meet you.ย
RESPONSIBILITIES
What Youโll Doย
- Manage high-volume inbound customer interactions across phone, email, and chatย
- Deliver empathetic, solutions-focused support while maintaining professionalismย
- Meet and exceed performance metrics including:ย
- Customer Satisfaction (CSAT)ย
- Average Handle Time (AHT)ย
- Service Level Agreements (SLAs)ย
- Productivity and resolution goalsย
- Navigate multiple systems simultaneously with accuracy and efficiencyย
- De-escalate challenging situations while protecting company policy and customer trustย
- Maintain thorough and precise case documentationย
- Collaborate with internal teams to resolve complex customer issuesย
WHAT YOU NEED
- High school diploma or general education degree (GED) is required.ย
- 2+ years of customer service experience in a call center or high-volume support environmentย
- Experience working in the DTC, CPG, VMS, or the wellness industry is highly preferred
- 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.ย
- Strong written and verbal communication skillsย
- Ability to remain calm and professional in escalated situationsย
- Excellent time management and multitasking skillsย
- A dedicated, distraction-free remote workspaceย
WHAT WE OFFER
- Competitive compensation
- 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