Customer Care Specialist, Level 1

Job not on LinkedIn

October 27

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $24 - $26 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

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Kate Farms

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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.

201 - 500 employees

Founded 2012

⚕️ Healthcare Insurance

🧘 Wellness

🤝 Non-profit

📋 Description

• Effectively interact with customers via phone, webform, and chat to provide clear, accurate information in an empathetic manner. • Listen attentively and demonstrate patience and understanding in all customer interactions. • Anticipate customer needs and proactively suggest resolutions tailored to individual requests. • Use proper communication procedures, guidelines, and policies. • Quickly identify customer issues and determine appropriate solutions. • Meet or exceed performance expectations, including Customer Satisfaction scores, quality scores, and customer resolution times. • Effectively use Customer Care technology platforms to assist customers and capture relevant data. • Adapt to changing workflow processes and accommodate shifting priorities. • Contribute ideas to improve team processes and customer experience. • Participate in team meetings and training sessions. • Seek to understand the impact of your work on business goals. • Collaborate with team members to ensure consistent, high-quality customer service. • Manage multiple priorities and goals depending on levels of urgency. • Meet deadlines through efficient time management. • Stay focused during peak volume periods while handling tasks simultaneously. • Proactively work to minimize mistakes and pay close attention to detail.

🎯 Requirements

• Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or equivalent experience • 0–1 year of customer service experience in a service-related role; experience in healthcare, wellness, or mission-driven organizations preferred • Proficient with technology platforms; ability to learn and navigate new systems quickly (Salesforce experience a plus) • Excellent written and verbal communication skills with strong problem-solving and analytical abilities • Empathetic, detail-oriented, and highly organized with sound judgment and decision-making skills • Self-motivated, adaptable, and able to manage workload independently while collaborating effectively in a team environment • Eager to learn, grow, and contribute to a positive customer experience • Flexible to work core business hours (8am–5pm EST), varied shifts, and holidays as needed • Quiet, private home workspace with reliable high-speed (25+ Mbps) wired internet connection • 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 • Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and 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