Customer Service Phone Agent

Paleovalley is committed to providing nourishing snacks and supplements made with organic ingredients. As a Customer Service Phone Agent, you will be the primary point of contact for customers, helping them navigate their health and wellness journey while delivering exceptional support and driving sales growth.

Responsibilities:

• 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

Requirements:

• 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
• 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