Bilingual eCommerce Support Specialist

🕒 May 15

🏄 California – Remote

🏄 California – Remote

💵 $24 - $26 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛍️ E-commerce

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Kate Farms

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

⚕️ Healthcare Insurance

🧘 Wellness

🤝 Non-profit

Healthcare Insurance • Wellness • Non-profit

Kate Farms is a company that produces organic, plant-based nutrition shakes and formulas designed to support a variety of dietary needs and health conditions. Their products are made with high-quality ingredients, free from common allergens, and are easy to digest, making them suitable for individuals with food sensitivities. Kate Farms' offerings are available for both children and adults, and include everyday nutrition products as well as specialized medical nutrition for specific health conditions like malnutrition and pediatric GI issues. Their products are certified USDA Organic, Non-GMO Project Verified, and they work with insurers to help customers obtain coverage through Medicare, Medicaid, and private insurance plans. Kate Farms is committed to making nutrition a foundation of health and offers a subscription service for ongoing savings. They are nationally available in hospitals and for homecare use.

📋 Description

• 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

🎯 Requirements

• direct experience with customers in a service-related role • Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or possess equivalent experience • 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 • 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

🏖️ Benefits

• option to enroll in a company-matched 401k plan • participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents • generous PTO benefit with a starting accrual of 15 days per year (prorated upon hire and increased by tenure) • two weeks of paid “Refresh” leave • 80 hours of paid sick leave annually • 11 paid holidays throughout the calendar year • paid disability leave • paid parental / pregnancy leave • Flexible Spending Accounts (FSA) • tuition reimbursement • Employee Assistance Program