Customer Service Representative - Call Center

Customer Service Representative - Call Center Department: Customer Service Employment Type: Full Time Location: Remote Compensation: $17.50 / hour Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. This roles starts at $17.50 per hour. Candidates with prior customer service experience may be considered at a higher rate based on years of relevant experience. Phone Support: The hours are 11:30am - 8:00pm EST. At Thorne, our Customer Service Representatives are trusted partners in our customers’ health journeys. This role is ideal for someone who thrives in a fast-paced, high-volume environment and takes pride in delivering thoughtful, solutions-focused support across phone, email, and chat. If you are metrics-driven, detail-oriented, and committed to professional communication, we’d love to meet you. RESPONSIBILITIES What You’ll Do

• Manage high-volume inbound customer interactions across phone, email, and chat
• Deliver empathetic, solutions-focused support while maintaining professionalism
• Meet and exceed performance metrics including:
• Customer Satisfaction (CSAT)
• Average Handle Time (AHT)
• Service Level Agreements (SLAs)
• Productivity and resolution goals
• Navigate multiple systems simultaneously with accuracy and efficiency
• De-escalate challenging situations while protecting company policy and customer trust
• Maintain thorough and precise case documentation
• Collaborate with internal teams to resolve complex customer issues

WHAT YOU NEED

• High school diploma or general education degree (GED) is required.
• 2+ years of customer service experience in a call center or high-volume support environment
• Experience working in the DTC, CPG, VMS, or the wellness industry is highly preferred
• Proven ability to maintain an over 90% CSAT score
• Professional experience with CRM platforms; Salesforce is a plus
• Experience managing 30+ interactions per day across all channels; phone, email and chat.
• Strong written and verbal communication skills
• Ability to remain calm and professional in escalated situations
• Excellent time management and multitasking skills
• A dedicated, distraction-free remote workspace

WHAT WE OFFER

• Competitive compensation
• 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

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