Bilingual eCommerce Support Specialist (West Coast)

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, stay, and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is at the core of 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 do the best work of your life with us at Kate Farms.

POSITION OVERVIEW

The Customer Care team is here to provide excellent support for customers who are on their wellness journeys and to help people live their best lives. The Kate Farms eCommerce Support Specialist has a unique mix of excellent interpersonal skills, English and Spanish written & verbal communication skills, technical aptitude, are empathetic and have a genuine desire to help customers.

Ecommerce Support Specalists help Kate Farms customers with eCommerce related questions and product information. They quickly identify issues and determine the best route to resolution.

*This person must work East Coast hours

WHAT YOU WILL DO 

• Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner.
• Listens well and demonstrates patience and understanding in customer interactions and with their teams, and in meetings.
• Anticipates and proactively suggests resolutions to customer questions that are tailored to individual customer requests.
• Adapts to changing workflow processes, accommodate shifting urgencies, manage multiple priorities & goals depending on levels of urgency, and meet deadlines through efficient time management.
• Meets or exceeds performance expectations including Customer Satisfaction scores, quality scores, and customer resolution time.
• Effectively uses Customer Care technology platforms to assist customers and capture relevant data that will enhance the customer’s experience.
• Uses proper communication procedures, guidelines, and policies.
• Looks for and contributes ideas to improve the team and customer experience.
• Seeks to understand the impact of their work on the business while contributing to team goals.

 WE ARE LOOKING FOR SOMEONE WHO

•  Has direct experience with customers in a service-related role.

• Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or possess equivalent experience.
• Must be verbally fluent in English and Spanish, as well as possess excellent grammar skills in both languages.
• Must work during core business hours of 8am to 5pm (Pacific Standard Time), including the flexibility to work varied shifts and holidays as needed.
• Demonstrates flexibility with scheduling and adapts to changing business needs, staying focused during peak volume while handling tasks simultaneously.
• Have a quiet and private place in your home where you can work without background noise.
• High speed internet connection (>25mbps). A hardwired connection to your home router is recommended.
• A collaborative team player who brings positive and productive energy to the workplace.
• Organized self-motivator able to manage personal workload, coordinate effectively with the team, and thoroughly complete assigned tasks to ensure every loop is closed.
• Proactively works to minimize mistakes and pays close attention to detail.
• Quick learner, able to absorb and convey complex product details in a meaningful way to a variety of audiences.
• Possesses excellent judgment, organizational, analytical, and problem-solving skills.
• Proficient with technology and software platforms. Salesforce is a plus.
• Strong commitment to company mission and values.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• 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