Customer Service Representative - Call Center

Thorne is a leader in science-backed health and wellness solutions, committed to helping individuals live healthier longer. They are seeking a Customer Service Representative to manage high-volume inbound customer interactions and deliver empathetic, solutions-focused support across various channels.

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)
• 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
• 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
• Experience working in the DTC, VMS, or wellness industry is highly preferred