Job Description

We’re on the search for a Customer Care Team Representative to join our Customer Care Team. 

Our ideal candidate has a strong background in customer service and social media communications,  a marvelous attitude and a bias toward changing the world by helping people one-on-one. Our customers want to improve their lives through the use of plant-based products, and you’ll be a big part of helping them to live better.

Beyond aligning our customers with their unique product needs, a large part of this role will include more traditional Customer Care tasks. We really want you to work happily in these efforts, some of which include:

• Responding to customer emails and chat inquiries through software platforms like Amazon Seller Central and Gorgias (helpdesk software);
• Responding energetically to customer voicemails, taking incoming customer calls, placing orders, dispensing information about our products and their use, managing customer discount codes;
• Tracking and addressing customer reviews through platforms like Customer Guru and Amazon reviews.
• You’ll also find yourself creating fulfillment orders, helping to troubleshoot website usage issues, helping with live chat, and making outbound customer support phone calls (not sales). 
• Engaging with customers on social media platforms such as Instagram and Facebook.

We are—as you can see—a one-for-all-and-all-for-one sort of crew. But without the dangerous antics and awkward hats of the Three Musketeers.

Qualifications

This position requires a dynamic candidate ready to resolve and inspire all customer inquiries spanning multiple platforms. The ultimate KOS Customer care team representative handles each inquiry with speed, accuracy and care.

Would you describe yourself as...

• Authentically friendly and engaging?
• Professional and approachable?
• Fun to work with and to be around?
• Courteous and relaxed?
• A confident self-starter?
• Extremely detail-oriented without being abrasive?
• Capable of prioritizing and easily handling several tasks at once despite multiple interruptions and a distractingly bad hair day? Calm, cool, and capable?
• Knowledgable about health foods? Do you know your matcha from your maca?

If so, we have a few more questions for you...

• Are your experience and qualifications accompanied by a distinct personality and character? Do you stand out because of what you stand for? Do your values line up with ours?
• Will you thrive in a position with 100% remote work?
• This is a 100% remote position. Are you fluent in “computer”, or what some people call being a “digital native”?
• Can you demonstrate proficiency with operating both desktop and mobile web-based applications like G Suite (Google Apps), social media applications, and other online software programs? You don’t need to be up to speed on the exact software we use, but you’ll need the background and skills to pick it up quickly.
• Do you want to leave the world better than you found it? And juggle flaming torches? Well, the torch juggling isn’t an absolute must.

If this sounds like you, let's get into the details of what we're looking for:

REQUIREMENTS:

• 2+ years of prior customer service experience providing direct, individual support to customers in an e-commerce or business environment, including telephone, email, and chat support;
• Strong experience with all social media platforms, including Facebook, Instagram, and Twitter;
• Strong experience, “digital native” with computer use, including Excel and Amazon.com
• Ability to work remote;
• Ability to work weekends;
• High school diploma required.

BONUS POINTS:

• A current or previous KOS customer;
• Bilingual Spanish/English; 
• Prior health foods employment; 
• In process of obtaining higher education or higher education;
• Past clerical employment.

Additional Information

• Hours: 11am - 7:30pm PT;
• $16 - $18 per hour, paid bi-weekly;
• Fully remote;
• Full benefits (medical, dental, vision);
• Paid Time-Off (vacation, sick, and personal after 90 day probationary period);
• 40+ hours per week.
• Safe, team-oriented work environment.

ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, NATIONAL ORIGIN, DISABILITY, OR PROTECTED VETERAN STATUS. KOS IS AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO CREATING AN INCLUSIVE AND RESPECTFUL ENVIRONMENT FOR ALL.