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. As a Customer Service Representative, you will manage incoming orders and provide timely support to customers, ensuring they feel valued and informed throughout their experience.
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
Skills
- High school diploma or general education degree (GED) is required
- 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
- Previous experience in a call center environment or phone-based support role 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
We’re a team of dreamers, scientists, doctors, and health enthusiasts – all working toward the same goal – helping every individual discover and achieve their best possible health. It was founded in 1984, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.thorne.com.
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