[Hiring] Customer Service Phone Agent @Paleovalley

Role Description

As a Customer Service Phone Agent, you will serve as a trusted voice of Paleovalley and Wild Pastures, helping customers navigate their health and wellness journey with confidence. You’ll provide exceptional support, resolve customer concerns, and identify opportunities to connect customers with products that best meet their needs. Through every interaction, you will play a key role in strengthening customer loyalty, driving sales growth, and supporting our mission of delivering high-quality, integrity-driven products.

What You’ll Do

• Deliver exceptional customer experiences by serving as the primary point of contact for inbound phone inquiries, providing professional, friendly, and knowledgeable support.
• Support customers throughout their journey by answering questions related to products, orders, subscriptions, promotions, and company policies.
• Resolve customer concerns efficiently and empathetically, identifying solutions that build trust and strengthen customer loyalty.
• Process customer transactions accurately, including orders, returns, exchanges, and account updates.
• Recommend products and solutions that align with customer needs, helping customers make informed purchasing decisions.
• Promote and upsell Paleovalley and Wild Pastures products through consultative conversations that create value for the customer.
• Achieve established performance goals related to customer satisfaction, call quality, productivity, and sales outcomes.
• Maintain accurate customer records and document interactions within company systems and databases.
• Collaborate with cross-functional teams to investigate and resolve complex customer issues and ensure timely follow-through.
• Stay current on product offerings, promotions, policies, and industry knowledge to provide accurate and effective customer guidance.
• Identify recurring customer concerns and share insights and feedback that contribute to continuous improvement across the customer experience.

Qualifications

• At least 1 year of experience providing phone-based customer support in a high-volume customer service environment.
• At least 3 months of sales experience, including recommending products or services to customers.
• Previous experience working successfully in a remote work environment.
• Experience using customer service, contact center, or CRM platforms and the ability to quickly learn new systems and tools.
• Strong verbal communication skills, active listening skills, and a professional phone presence.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail in a fast-paced environment.
• Ability to work independently, solve problems, and identify appropriate resources with minimal supervision.
• Ability to maintain a dedicated, distraction-free, and quiet workspace during working and training hours.
• Authorization to work in the United States for any employer without current or future visa sponsorship.

Bonus Points

• Experience using Aircall, Richpanel, Zendesk, or similar contact center and customer support platforms.
• Experience in a high-volume phone support environment, consistently managing 40–50+ customer interactions per day while maintaining quality and customer satisfaction.
• Experience supporting customers for e-commerce, direct-to-consumer (DTC), health and wellness, food and beverage, or healthcare brands.
• A demonstrated track record of meeting or exceeding customer service, productivity, or sales-related performance metrics.
• A coachable, positive attitude and a genuine passion for helping customers solve problems and create exceptional experiences.

Benefits

• Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost.
• Generous Paid time off to support balance and rest.
• Paid sick time for when you need it.
• Six (6) paid holidays each year.
• Paid parental leave for growing families.
• 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance.
• 401(k) with up to a 4% company match after one year of service.
• Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others.