[Remote] Customer Service Representative - Call Center

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.ResponsibilitiesManage high-volume inbound customer interactions across phone, email, and chatDeliver empathetic, solutions-focused support while maintaining professionalismMeet and exceed performance metrics including:Customer Satisfaction (CSAT)Average Handle Time (AHT)Service Level Agreements (SLAs)Productivity and resolution goalsNavigate multiple systems simultaneously with accuracy and efficiencyDe-escalate challenging situations while protecting company policy and customer trustMaintain thorough and precise case documentationCollaborate with internal teams to resolve complex customer issuesSkillsHigh school diploma or general education degree (GED) is required2+ years of customer service experience in a call center or high-volume support environmentProven ability to maintain an over 90% CSAT scoreProfessional experience with CRM platforms; Salesforce is a plusExperience managing 30+ interactions per day across all channels; phone, email and chatStrong written and verbal communication skillsAbility to remain calm and professional in escalated situationsExcellent time management and multitasking skillsA dedicated, distraction-free remote workspaceExperience working in the DTC, VMS, or wellness industry is highly preferredBenefits100% company-paid medical, dental, and vision insurance coverage for employeesCompany-paid short- and long-term disability insuranceCompany- paid life insurance401k plan with employer matching contributions up to 4%Gym membership reimbursementMonthly allowance of Thorne supplementsPaid time off, volunteer time off and holiday leaveTraining, professional development, and career growth opportunitiesCompany OverviewThorne 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.