Customer Care - Quality Specialist

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, to stay and do their best work. Ensuring a diverse and inclusive workplace where we learn from each other is core to 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 come 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. Customer Care team members have a unique mix of excellent interpersonal skills, technical aptitude, and a genuine desire to help customers.

The Quality Specialist is a customer's primary advocate for potential quality, safety, or shipping issues and works closely with the Quality Assurance and Clinical Affairs teams to address the concerns. They provide a calming and reassuring presence for customers, patients, and caregivers. The Quality Specialist conveys a clear resolution to the customer, which may include sending replacement products. The Quality Specialist also documents all communication by following documentation processes and best practices.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

·        Effectively handle customer interactions via phone, webform, or chat, providing clear, accurate information in an empathetic manner.

·        Follow detailed policies, logging issues reported by consumers and resolving them based on the appropriate established workflow.

·        Provide a presence in the Santa Barbara office on designated days and can receive shipments from FedEx and UPS throughout the day.

·        Maintain and organize local office stock, keeping the Quality Specialist area neat and organized.

·        Fulfill customer orders by working with Kate Farms’ distributor or from local office stock.

·        Address customer concerns by following established processes and effectively using Customer Care technology platforms.

·        Adhere to Customer Service metrics including Customer Satisfaction scores, quality scores, and customer resolution time.

·        Are a detail-oriented and organized self-motivator, able to manage personal workload while coordinating with a team.

·        Excellent listener, demonstrating patience and understanding in customer interactions and with their teams.

·        Proficient in following proper communication procedures, guidelines, and policies.

·        Clear verbal and written communicators, with motivation to close every loop.

·        Quick learners, 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.

·        Organized self-motivators, able to manage personal workload while coordinating with a team.

·        Effectively use Customer Care technology platforms to assist customers.

·        Is a collaborative team player who brings positive and productive energy into the workplace every day.

·        Embraces change in a quickly growing and evolving company and contributes ideas to improve the team and customer experience.

MINIMUM JOB REQUIREMENTS

·        Individuals who are local to the Santa Barbara office and have reliable transportation to work in the office several days a week.

·        Direct experience with customers in a service-related role.

·        Possess exceptional communication skills with a keen ability to listen and communicate (both written and verbal) and has excellent grammar skills.

·        Ability to excel in a fast-paced team environment, adapt to changing workflow processes, accommodate shifting urgencies, manage multiple priorities, and meet deadlines.

·        Flexibility to work varied weekdays/hours including holidays as needed.

·        Experience using Customer Relationship Management (CRM) systems, such as Salesforce, is a plus.

·        Bachelor’s Degree with GPA of 3.0 or higher or equivalent experience.

·        Spanish fluency is a plus.

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

·        Effectively handle lifting of various objects weighing up to 25 pounds.

·        Ability to sit at a computer for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·        This position will work in a home/office environment with regular trips to corporate office.

Compensation for this role is in the form of base salary plus a variable component that together comprise the On-Target-Earnings (OTE). Some positions may include additional compensation in the form of equity.

The typical starting salary range for new hires in this role is listed below. This range represents the lowest to highest salary range we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Please note that base pay offered may vary depending on factors including your geographic location, job-related knowledge, skills, and experience.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.  All job offers are contingent upon successful completion of background verification.

$24.04 - $31.31 per hour USD

For full-time salaried or hourly workers, our total rewards package also include the option to enroll in a company-matched 401k plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents.  Employees will also receive a 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, and 11 paid holidays throughout the calendar year.  Kate Farms offers a range of other benefits offered with an emphasis on employee well-being such as paid disability leave, paid parental / pregnancy leave, Flexible Spending Accounts (FSA), tuition reimbursement, an Employee Assistance Program, and more.