Join the Team at Charlotte's Web: Pioneers in Hemp Genetics and Wellness
Charlotte's Web is a renowned name in the hemp genetics and wellness industry, with a rich history of innovation and commitment to quality. Founded by the Stanley Brothers of Colorado, our company has been at the forefront of providing top-notch products that improve thousands of lives daily. We're driven by a set of principles that go beyond the bottom line, focusing on sustainability, social responsibility, and customer satisfaction. Our products are made from world-class hemp genetics grown 100% in the USA, ensuring the highest quality and safety standards.
About the Role: Customer Care Specialist
We're seeking compassionate and skilled Customer Care Specialists to join our remote team. As a Customer Care Specialist at Charlotte's Web, you will be the face of our company, providing exceptional support to our customers via phone, email, and chat. Your goal will be to resolve customer inquiries efficiently, ensuring high customer satisfaction and contributing to our mission of improving lives through our products.
Key Responsibilities:
- Customer Support: Assist current and future customers by answering product, service, and shipping questions. Provide information about other products and services, ensuring customers have a positive experience with our brand.
- Customer Records: Create and maintain accurate customer records by recording precise notes and tagging tickets correctly. This will help us track customer interactions and provide personalized support.
- Problem Resolution: Resolve product or service problems by clarifying the customer's conflict, determining the cause, selecting and explaining the best solution, expediting correction or adjustment when needed, and following up to ensure satisfactory resolution.
- Product and Service Recommendations: Recommend potential products or services to management by collecting customer information and analyzing customer needs. This will help us improve our offerings and better serve our customers.
- Reporting: Prepare product and service reports by collecting and analyzing customer information. This will help us identify trends and make data-driven decisions.
- Team Collaboration: Contribute to team effort by accomplishing related results as needed. Participate in regular team meetings to share knowledge, best practices, and feedback.
- Performance Metrics: Continuously meet metrics on all required weekly stats and Simple Weekly Performance Review. This will help us ensure that our customers receive the best possible support.
- Multitasking: Multitask efficiently answering inquiries via phone, email, and chat simultaneously. This will help us manage our customer interactions effectively and provide timely support.
Essential Qualifications:
- Experience: 3+ years of call center or other customer service experience. We're looking for individuals with a proven track record of providing exceptional customer support.
- Technical Skills: Experience with ZenDesk, Salesforce Service Cloud, and Magento. Familiarity with these tools will help you manage customer interactions efficiently.
- Communication Skills: Good written and verbal communication skills. You'll be interacting with customers via phone, email, and chat, so it's essential to be clear, concise, and empathetic.
- Typing Speed: 40-45 WPM. You'll be handling multiple customer interactions simultaneously, so a fast typing speed will help you manage your workload effectively.
Preferred Qualifications:
- Product Knowledge: Familiarity with hemp and CBD products. This will help you provide informed support to our customers and answer their questions effectively.
- Analytical Skills: Ability to analyze customer information and identify trends. This will help us improve our products and services and better serve our customers.
What We Offer:
Compensation:
We offer a competitive salary range of $15.35 - $23.05 per hour, depending on experience.
Benefits:
- Medical, Dental, and Vision Options: We provide comprehensive health insurance options to ensure that you and your loved ones are well taken care of.
- Paid Vacation: 3 weeks of paid vacation in your first year, with opportunities to earn more as you grow with our company.
- Parental Leave: Up to 9 weeks of paid parental leave, because we understand the importance of family time.
- Employee Discount: Generous employee discount on our products, so you can enjoy the benefits of our hemp genetics and wellness products.
- Employee Stock Purchase Program: Opportunities to invest in our company and grow your wealth.
- Pet Insurance: We care about your furry friends, too! We offer pet insurance to ensure that they're well taken care of.
Work Environment and Culture:
At Charlotte's Web, we're committed to creating a positive and supportive work environment. We value diversity, equity, and inclusion, and strive to provide opportunities for growth and development. Our remote work arrangement allows you to work from the comfort of your own home, with flexible hours to accommodate your needs.
Career Growth Opportunities:
We're committed to helping our employees grow and develop their skills. We offer training and development opportunities, mentorship programs, and opportunities for advancement. Whether you're looking to start a new career or grow with our company, we're here to support you.
How to Apply:
If you're passionate about customer service, hemp genetics, and wellness products, we want to hear from you! Please submit your application, including your resume and a cover letter, to join our team as a Customer Care Specialist. We can't wait to welcome you to our team!
Charlotte's Web is an equal opportunities employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment.
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