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Bilingual eCommerce Support Specialist (West Coast)

1 month, 2 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
E-commerce Salesforce
Apply Now
Kate Farms

Kate Farms

Kate Farms provides plant-based, nutritionally advanced formulas and shakes for tube feeding or added nutrition. Their products are made with organic ingredients to help bodies thrive, free of common allergens and artificial additives. Founded in 2012,...

Food Products
251-1K
Founded 2012
$188M raised
View All Jobs

Description

  • Interact with customers via phone, webform, and chat to provide clear, accurate, and empathetic support.
  • Answer eCommerce-related questions and provide product information to help resolve customer issues.
  • Identify customer problems quickly and determine the best path to resolution.
  • Anticipate customer needs and suggest tailored solutions proactively.
  • Adapt to changing workflows, shifting priorities, and deadlines while managing multiple tasks.
  • Meet or exceed performance goals for customer satisfaction, quality, and resolution time.
  • Use customer care technology platforms to assist customers and capture relevant data.
  • Follow communication procedures, guidelines, and company policies.
  • Contribute ideas to improve team performance and the overall customer experience.
  • Work collaboratively with team members and management while understanding the business impact of the role.

Requirements

  • Direct experience working with customers in a service-related role.
  • Bachelor’s degree in English, Spanish, Communication Studies, Humanities, or equivalent experience.
  • Must be verbally fluent in English and Spanish with excellent grammar in both languages.
  • Must work East Coast hours, including core business hours of 8am to 5pm Pacific Time.
  • Must have flexibility to work varied shifts and holidays as needed.
  • Must have a quiet, private home workspace without background noise.
  • High-speed internet connection of more than 25 Mbps is required; a hardwired connection to the router is recommended.
  • Proficiency with technology and software platforms; Salesforce experience is a plus.
  • Strong organizational, analytical, judgment, and problem-solving skills.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Positive team-oriented attitude, strong attention to detail, and willingness to receive and share feedback.
  • Ability to handle physical demands such as lifting up to 12 pounds, bending, stooping, kneeling, reaching, climbing stairs, and sitting at a computer for extended periods.
  • Background verification is required for hire.

Benefits

  • Hourly base pay of $24.00 to $26.00 USD, with a variable component included in OTE.
  • Company-matched 401(k) plan.
  • Medical, dental, vision, and basic life insurance for employees and eligible dependents.
  • Generous PTO starting at 15 days per year, prorated upon hire and increased by tenure.
  • Two weeks of paid Refresh leave.
  • 80 hours of paid sick leave annually and 11 paid holidays.
  • Paid disability leave, paid parental/pregnancy leave, Flexible Spending Accounts, tuition reimbursement, and an Employee Assistance Program.

Interested in this position?

Apply directly on the company website

Apply Now

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