Customer Care Specialist

ABOUT KATE FARMS

Kate Farms is a company with heart. Our company was founded on the belief that good nutrition leads to good health, and good health opens the door to endless possibilities. That’s why our mission is to make nutrition the cornerstone of healthcare, so people can live their best lives. We are a medical food company that makes complete nutrition formulas for people who have a medical need for liquid nutrition.

Kate Farms works to be the place where a diverse mix of talented individuals want to come, to stay and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is core to Kate Farms’ values. We are an equal opportunity employer and fully focused on equality; we believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different. We invite you to come do the best work of your life with us at Kate Farms.

POSITION OVERVIEW

We are looking for a dedicated and empathetic Customer Care Specialist who loves variety in their day and wants to increase their skills and knowledge to better support our consumers. In this role, you will have the opportunity to connect with individuals who not only have general support requests related to eCommerce and product information, but you will also assist consumers with questions related to how to get coverage for products, as well as assist consumers who have experienced a Shipping & Distribution, Product Quality, or Health & Well Being issue. In short, you will get an understanding of our entire Customer Care team, the issues each team supports, and provide consumers who reach out to all these teams with best-in-class service. You will be supporting patients and their families throughout their wellness journey.

The Customer Care Specialist demonstrates excellent listening skills and a genuine passion for helping people. They quickly identify issues and determine the most efficient route to resolution, aligning with the core values of Kate Farms. Overall, the Customer Care Specialist plays a crucial role in delivering outstanding customer support, maintaining customer satisfaction, and upholding the values and mission of Kate Farms.

WHAT YOU’LL DO

·        Based on strategic priorities and team need, move between the Support, Quality Specialist, and Patient Advocate teams to support consumers with the greatest need.

·        Provide exceptional customer service by promptly responding to inquiries and resolving issues through various phone, webform, email, and live chat channels.

·        Maintain a consistent and professional tone in all customer interactions, ensuring a positive and helpful experience.

·        Solve problems intuitively, able to anticipate and proactively suggest resolutions to customer questions.

·        Able to absorb and convey complex product details in a meaningful way to a variety of audiences.

·        Are a detail-oriented and organized self-motivator, able to manage personal workload while coordinating with a team.

·        Collaborate with cross-functional teams to address customer inquiries, ensuring effective resolution and timely feedback.

·        Identify opportunities to improve customer satisfaction and contribute to developing and implementing customer service initiatives.

·        Be a team player, collaborative, and bring a positive and productive energy into the workplace every day.

·        Embrace changes in a quickly growing and evolving company and contribute ideas to improve the team and customer experience.

WE’RE LOOKING FOR SOMEONE WITH

·        Excitement and enthusiasm to support our consumers in this dynamic new role.

·        Ability to learn and thrive in a fast-paced environment, that can independently align individual efforts with department goals and team strategies while managing multiple priorities effectively, all while collaborating effectively with other team members.

·        Ability to embrace agility: readily adapt to diverse team needs, offering flexible support across various teams, and managing multiple tasks at once.

·        Proven ability to work at a quick pace with excellent productivity while maintaining quality and exceptional attention to detail.

·        Proven experience in a customer service role, preferably in the healthcare or nutrition industry.

·        Skills and knowledge that consistently make you a go-to by team members and leaders.

·        Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

·        Ability to work collaboratively in a team environment and adapt to changing priorities and workflow.

·        Empathy and patience when dealing with customers, demonstrating understanding of their needs and concerns.

·        Respectfully shares and accepts feedback willingly from all levels of the organization.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·        Effectively handle lifting of various objects weighing up to 12 pounds.

·        Ability to sit at a computer for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will work in a home/office environment with regular trips to corporate office.

It is Kate Farms policy that any position that requires regular interaction with health care professionals, requires that, if hired, you be vaccinated against Covid-19 unless you need a reasonable accommodation due to sincerely held religious beliefs, medical needs, or other reason protected by applicable federal, state, and local law.

In compliance with Colorado’s Equal Pay for Equal Work Act (EPEWA) , New York City’s Human Rights Law (NYCHRL),

and California’s Pay Transparency bill (SB 1162) we are disclosing the compensation, or  a range thereof, for roles that

will be, or could be performed in Colorado, New York City, or California.   If the position applied to is not located in

Colorado, NYC,  or California, the following information may not apply. The hourly rate for this position ranges between

$25.00- $29.00.  The base salary range above represents the low and high end of the Kate Farms salary range for this

position.  This range will vary and may be above or below the range based on various factors including but not limited

to location, experience, internal pay  alignment, and performance.  The range listed is just one component of Kate

Farms’ total compensation package for employees.  Other rewards may include annual bonuses and  short- and long-

term incentives. 

Kate Farms cares well for its employees, and it shows through the provision of standout benefits such as Medical, Dental, Vision, Life Insurance, FSA, 401k Retirement Plan, Paid Time Off, Remote Work options and many more outstanding company perks.