Kate Farms Is Hiring A Bilingual Customer Care Specialist

Join Our Compassionate Team at Kate Farms! 🌱

Kate Farms is dedicated to transforming healthcare through nutritious, medical-grade food solutions, fostering diversity, inclusion, and a supportive work environment where you can thrive.

About Kate Farms

Kate Farms is a company with heart. Founded on the belief that good nutrition leads to good health, which in turn opens endless possibilities, our mission is to make nutrition the cornerstone of healthcare so everyone can live their best lives. We specialize in creating complete nutrition formulas for individuals with medical needs requiring liquid nutrition.

We strive to be a workplace where diverse talents want to come, stay, and excel. Diversity and inclusion are at our core, and we are committed to equal opportunity — embracing race, gender, sexual orientation, religion, ethnicity, and all characteristics that make us unique. Join us and do the best work of your life! 🚀

Position Overview

The Customer Care team at Kate Farms is dedicated to supporting customers on their wellness journeys, helping them achieve their health goals. As a Level 1 Customer Care Specialist, you'll utilize your excellent interpersonal skills—strong communication, technical aptitude, empathy, and a genuine desire to assist—to provide top-tier support for eCommerce inquiries and product information. You will quickly identify issues and recommend the best solutions.

Note: This role requires working West Coast hours and fluency in both English and Spanish.

What You Will Do

Customer Support & Communication 💬

• Interact effectively with customers via phone, webform, and chat to provide clear, accurate information with empathy
• Listen attentively, demonstrating patience and understanding in every interaction
• Proactively anticipate customer needs and suggest tailored resolutions
• Follow proper communication procedures, guidelines, and policies

Problem Resolution & Performance 🔍

• Identify customer issues swiftly and determine appropriate solutions
• Meet or exceed performance metrics like customer satisfaction, quality scores, and resolution times
• Utilize Customer Care technology platforms effectively to assist and record relevant data
• Adapt to workflow changes and shifting priorities as needed

Team Collaboration & Improvement 🤝

• Contribute ideas to enhance team processes and customer experience
• Participate in team meetings and training sessions
• Understand how your work impacts business goals
• Collaborate with teammates to ensure consistent, high-quality service

Operational Excellence 🚀

• Manage multiple priorities effectively based on urgency
• Meet deadlines through excellent time management
• Stay focused during peak periods while multitasking
• Minimize mistakes by paying close attention to detail

We Are Looking For Someone Who...

• Holds a Bachelor's Degree in English, Spanish, Communication, Humanities, or similar, or has equivalent experience
• Is fluently bilingual in English and Spanish, with excellent grammar skills in both
• Has 0-1 year of customer service experience; healthcare, wellness, or mission-driven backgrounds preferred
• Is proficient with technology platforms; Salesforce experience is a plus
• Possesses strong written and verbal communication, problem-solving, and analytical skills
• Is empathetic, detail-oriented, organized, and possesses sound judgment
• Is self-motivated, adaptable, and capable of independent work and effective teamwork
• Is eager to learn, grow, and contribute positively to customer care
• Can work core hours (8am-5pm EST), flexible shifts, and holidays as needed
• Has a quiet, private home workspace with reliable high-speed internet (25+ Mbps)
• Demonstrates a strong commitment to our mission and values
• Works well in fast-paced, dynamic environments, respecting and accepting feedback graciously

Physical Demands 💪

• Ability to lift objects up to 12 pounds
• Capable of bending, stooping, kneeling, reaching, and climbing stairs
• Able to sit at a computer for extended periods

Work Environment 🌐

This role involves working from a home/office setup with regular trips to our corporate office. All employees interacting with healthcare professionals must be vaccinated against COVID-19 unless exempted for religious or medical reasons.

The compensation package includes a base salary plus a variable component (On-Target Earnings), with a typical range of $24.00 - $26.00 per hour USD. Starting salaries may vary based on location, experience, and skills.

Additionally, full-time employees are eligible for benefits such as a 401k plan, medical/dental/vision insurance, generous PTO (starting at 15 days/year), paid "Refresh" leave, sick leave, holidays, disability leave, parental leave, FSA options, tuition reimbursement, Employee Assistance Program, and more. 🎉

Note: This description is not exhaustive; additional duties may be assigned as needed.