Customer Care Agent

Job Title: Customer Center Agent

Reports to: Customer Center, Director

Location: Marina Del Rey, CA (100% onsite, including Saturdays and some holidays)

Job Classification: Non-Exempt Hourly, Full -Time

Department: Customer Center

Summary:

Dr. Schulze's American Botanical Pharmacy, located in Marina Del Rey, is a natural health and wellness leader. We seek a motivated and experienced Customer Center agent who aligns with the company’s mission of making a difference in our customers’ health journey.

The key intent is to engage our customers, ensuring that they feel heard and that their needs are understood and met. You will share your learned knowledge of the brand and its products as well as our passion for health supporting our customers on their journey to vibrant health.

Responsibilities:

· Answer inbound phone calls, emails, and chats that build strong customer relationships and loyalty.

· Dedication to providing customer excellence and support to focus on retention.

· Master product knowledge to provide the highest quality customer support and first-call resolution.

· Onboard new and assist existing customers in placing orders and ensuring order accuracy

· Field customer questions and concerns; when the issue is beyond the representative’s knowledge, forward to the assigned specialist or the director.

· Gather and accurately record customer information, interactions with details of inquiries, concerns, or comments in our CRM system.

· Frequently participate in product and customer experience training, regular meetings to address/escalate issues and collaborate with the team.

· Embrace continual development through the sharing of feedback and investment in learning opportunities.

· Is a true collaborator, sharing resources, and engages with team members

· Creative and proactive problem-solving abilities

· Performs other related duties as assigned.

Core Requirements:

· Ability to work on-site

· 2-3 years' experience in a Contact Center environment

· Must be able to work a set schedule, Saturdays, and some holidays.

· Proficiency in basic computer software and phone systems (Gladly experience a plus)

· Ability to quickly learn software used for recording information and processing orders.

· Excellent interpersonal, verbal, and written communication skills

· Interested in Health & Wellness

· Warm and friendly phone manner and etiquette

· Ability to demonstrate elevated level of empathy and patience with customer

Education:

· High school or equivalent (Required)

Salary:

$19.00 - $21.00 per hour

What we offer:

· Comprehensive on the job paid training to start.

· Competitive hourly rate, commensurate with experience.

· Benefits include medical, dental, vision, FSA, 401k plan.

· Vacation, Sick Pay, Paid Holidays.

· Discount on products for all full-time employees.

EMPLOYEE CONDUCT:

Every employee is responsible for contributing to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

American Botanical Pharmacy is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Marina del Rey, CA 90292: Relocate before starting work (Required)

Work Location: In person