Customer Service Phone Agent (Wild Pastures | US, Remote)

Paleovalley is a company dedicated to providing real food that can heal people, animals, and the planet. They are seeking a Customer Service Phone Agent to deliver exceptional customer experiences, support customers with their inquiries, and promote products that align with their needs.

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