E-Commerce Customer Relations Specialist

Salary Range: $18.00 to $20.00 per hour

Benefit Eligible: Yes, includes health insurance (medical, dental, vision) along with paid time off and a 401k with company match

Location: Remote (WFH) within the US. For tax and compliance purposes, this role is open to candidates that will work or reside in the following states: AZ, CA, CO, FL, ID, IL, LA, NC, NJ, NV, OH, TX, VA, WA, WI, WY.

Classification: Non-exempt, Regular Full-time

Reports to: Customer Service Manager

The Company

Paleovalley is a health-conscious snack and supplement company. Wild Pastures is on a mission to transform the meat industry. We deliver 100% grass fed, pasture-raised, environmentally-regenerative beef, chicken and pork and sustainably caught, wild seafood directly to our customers’ doors. We have incredibly high standards for our meat – all being raised in the USA by small-scale family farmers on lush pastures free from any and all chemicals.

The Opportunity

Wild Pastures is seeking a dedicated and enthusiastic E-Commerce Customer Relations Specialist to join our remote team. As a key member of our customer support department, you will be responsible for delivering exceptional customer service through various channels, including email, live chat, and phone calls. You’ll also manage customer feedback, monitor reviews, and resolve payment disputes. Your role will be crucial in ensuring our customers have a positive and memorable experience with our brand.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Respond to customer inquiries and resolve issues promptly and courteously via email, live chat, and phone calls.
2. Respond to customer payment disputes on Stripe.
3. Proactively identify opportunities to create surprise and delight moments for our customers, exceeding their expectations and enhancing their overall experience with our brand.
4. Collaborate closely with the marketing and product teams to share customer feedback, insights, and suggestions for product improvements or enhancements.
5. Stay updated on product knowledge, company policies, and industry trends to provide accurate information and assistance to customers.
6. Continuously strive to improve processes and procedures related to customer support, contributing ideas and implementing solutions to enhance efficiency and effectiveness.
7. Demonstrate a positive attitude, adaptability, and a willingness to learn and try new things in a remote work environment.

Competencies

1. Strong communication skills, both written and verbal, with the ability to articulate information clearly and effectively.
2. Excellent interpersonal skills and the ability to empathize with customers while maintaining professionalism.
3. Ability to multitask and prioritize tasks effectively in a remote, high-volume environment.
4. Detail-oriented with strong problem-solving abilities.
5. Proficiency with remote customer service software, CRM systems, and Google Suite.
6. A passion for delivering exceptional customer experiences and a commitment to upholding the company's values.

Required Education and Experience

1. Minimum 1-2 years of remote customer service experience in an e-commerce/retail environment required.

Preferred Education & Experience

1. Experience working with Laravel, HelpScout, Slack, and Aircall strongly preferred.

Additional Eligibility Qualifications

Candidates must have the ability to maintain a dedicated, distraction-free, quiet work environment during working and training hours. The company will provide any required equipment.

Work Environment and Physical Demands

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies that weigh up to 10 pounds, and to bend and stand as necessary.  

Position Type/Expected Hours of Work
This is a full-time position and hours of work and days are Monday through Friday, 9:00 a.m. to 5:00 pm in one of the following time zones: PST, MDT, CDT (preferred), EST.

Travel

This position does not require travel.

Work Authorization/Security Clearance (if applicable)

The employee must be authorized to work in the United States for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

EEO Statement:

Paleovalley and Wild Pastures are an equal opportunity employer. Employment and processes, including decisions to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

E-Verify:

Paleovalley & Wild Pastures participate in E-Verify, the federal program for electronic verification of employment eligibility.