Customer Service Representative

The Role

This position offers a great opportunity for an experienced, empathetic, and dependable customer experience professional. You will handle a high volume of digital tickets each day in a production-focused environment, blending support, education, and creative-thinking to guide customers along their health journey.

Responsibilities

• Provide customer support across digital channels, including email, live chat, social media, SMS, and online review platforms.
• Aid customers with order-related inquiries, including purchases, shipping, tracking, subscriptions, returns, refunds, and exchanges.
• Process operational support requests, including return labels, refunds, returns management, and dispute resolution.
• Educate customers on products, ingredients, and health and wellness topics to support informed purchasing decisions.
• Manage customer support activities across Amazon, TikTok Shop, and other marketplace channels.
• Maintain accurate documentation of customer interactions and feedback within support systems and databases, including ticketing platforms and Specright.
• Partner with cross-functional teams to identify, escalate, and resolve customer experience issues.
• Serve as the voice of the customer by communicating trends, recurring concerns, and opportunities for improvement.
• Recommend and support process improvements that enhance operational efficiency and the overall customer experience.
• Prioritize and manage multiple responsibilities while maintaining accuracy and attention to detail in a fast-paced environment.
• Collaborate effectively with team members and departments across the organization to deliver a seamless customer experience.

Core Attributes

• You are curious and are constantly challenging our own best practices ("There's always a better way" mentality).
• You work well in a team environment.
• You roll up your sleeves and dig in.
• You are flexible and understand that change is constant.
• You have strong written and communication skills.
• You are a proactive self-starter who is eager to play a key role in growing the Ancient Nutrition brand.
• You are organized and detailed.
• You have a can-do attitude and are an avid team player.

Benefits

• Health insurance benefits
• Basic life insurance
• Access to affordable vision, dental, and disability insurance
• Unlimited Paid Time Off is a given for salary employees and a generous amount of paid time off accrual for hourly employees
• Maternity and paternity leave are offered
• Free Ancient Nutrition products

Pay & Schedule

Regular Full-Time
Salary Range: $20 Hourly (non-negotiable)
Monday-Friday, 8:00-4:00 CT (non-negotiable)
37.5 hours per week