Customer Service Representative - Call Center

About the role

At Thorne, our Customer Service Representatives are trusted partners in our customers' health journeys. This role is ideal for someone who thrives in a fast-paced, high-volume environment and takes pride in delivering thoughtful, solutions-focused support across phone, email, and chat. If you are metrics-driven, detail-oriented, and committed to professional communication, we'd love to meet you.

Responsibilities

• Manage high-volume inbound customer interactions across phone, email, and chat
• Deliver empathetic, solutions-focused support while maintaining professionalism
• Meet and exceed performance metrics including: Customer Satisfaction (CSAT), Average Handle Time (AHT), Service Level Agreements (SLAs), and productivity and resolution goals
• Navigate multiple systems simultaneously with accuracy and efficiency
• De-escalate challenging situations while protecting company policy and customer trust
• Maintain thorough and precise case documentation
• Collaborate with internal teams to resolve complex customer issues

Requirements

• High school diploma or general education degree (GED) is required
• 2+ years of customer service experience in a call center or high-volume support environment
• Experience working in the DTC, CPG, VMS, or the wellness industry is highly preferred
• Proven ability to maintain an over 90% CSAT score
• Professional experience with CRM platforms; Salesforce is a plus
• Experience managing 30+ interactions per day across all channels: phone, email and chat
• Strong written and verbal communication skills
• Ability to remain calm and professional in escalated situations
• Excellent time management and multitasking skills
• A dedicated, distraction-free remote workspace

Compensation & Schedule

This role starts at $17.50 per hour. Candidates with prior customer service experience may be considered at a higher rate based on years of relevant experience. Phone support hours are 11:30am – 8:00pm EST.

Benefits

• Competitive compensation
• 100% company-paid medical, dental, and vision insurance coverage for employees
• Company-paid short- and long-term disability insurance
• Company-paid life insurance
• 401k plan with employer matching contributions up to 4%
• Gym membership reimbursement
• Monthly allowance of Thorne supplements
• Paid time off, volunteer time off and holiday leave
• Training, professional development, and career growth opportunities