[Remote] Customer Service Phone Agent

Note: The job is a remote job and is open to candidates in USA. Paleovalley is a company focused on crafting nourishing snacks and supplements made with organic ingredients. As a Customer Service Phone Agent, you will provide exceptional support to customers, helping them navigate their health and wellness journey while resolving concerns and promoting products that meet 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

Skills

• 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

Benefits

• Health insurance (medical, dental, vision) along with paid time off and a 401k with company match
• 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

Company Overview