Customer Service Phone Agent

About the Company

Paleovalley and Wild Pastures are built on a shared belief that real food can support better health for people, animals, and the planet. What started with a mission to make nourishing food more accessible has grown into a broader effort to connect customers with responsibly sourced products and regenerative farming practices. The team values purposeful work, curiosity, warmth, and steady growth as it helps reshape the future of food.

Role Overview

As a Customer Service Phone Agent, you will represent Wild Pastures as a trusted and helpful point of contact for customers. You will guide people through questions about products, orders, subscriptions, and policies, while also identifying opportunities to recommend items that suit their needs. The role combines service, problem-solving, and consultative selling to help strengthen customer satisfaction, loyalty, and revenue.

Key Responsibilities

• Handle inbound phone inquiries with professionalism, warmth, and product knowledge.
• Assist customers with questions about products, purchases, subscriptions, promotions, and company policies.
• Address customer issues with empathy and efficiency, aiming to build trust and long-term loyalty.
• Accurately manage transactions such as orders, returns, exchanges, and account changes.
• Suggest suitable products and solutions based on customer needs and preferences.
• Use a consultative approach to promote and upsell Paleovalley and Wild Pastures offerings.
• Work toward targets tied to customer satisfaction, call quality, productivity, and sales performance.
• Record customer interactions and maintain accurate information in internal systems.
• Partner with other teams to investigate and resolve more complex issues.
• Stay informed on product lines, offers, policies, and relevant industry updates.
• Share recurring customer feedback to help improve the overall service experience.

Requirements

• Minimum 1 year of phone-based customer support experience in a busy, high-volume environment.
• At least 3 months of sales experience, including recommending products or services.
• Prior success working in a remote role.
• Experience with customer service, contact center, or CRM tools, along with the ability to learn new systems quickly.
• Strong spoken communication, active listening, and a polished phone manner.
• Comfort handling multiple priorities while staying accurate and detail-oriented in a fast-moving setting.
• Ability to work independently, troubleshoot issues, and find the right resources with limited supervision.
• A quiet, distraction-free workspace during both work and training hours.
• Authorization to work in the United States for any employer without current or future visa sponsorship.
• Bonus advantage: experience with Aircall, Richpanel, Zendesk, or similar platforms.
• Bonus advantage: prior exposure to high-volume phone support with 40-50+ interactions per day.
• Bonus advantage: experience supporting e-commerce, DTC, health and wellness, food and beverage, or healthcare customers.
• Bonus advantage: a history of meeting or exceeding service, productivity, or sales metrics.
• Bonus advantage: a positive, coachable attitude and a strong interest in helping customers.

Benefits

• Health coverage that includes medical, dental, and vision, with employer-paid dental and vision and a small employee medical premium; dependents can be covered at the employee's expense.
• Paid time off to support rest and work-life balance.
• Paid sick leave.
• Six paid holidays each year.
• Paid parental leave.
• Company-paid short-term disability, long-term disability, and life insurance.
• 401(k) retirement plan with up to a 4% company match after one year of service.
• Monthly product stipend or access to damaged product that is still usable.

Additional Information

Salary: $18 to $21 per hour.

Benefits eligibility: Yes, this position is benefit eligible.

Work location: Remote within the United States only. For tax and compliance reasons, applicants must live and work in one of these states: AR, AZ, CA, CO, GA, FL, ID, IL, LA, MD, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY.

Employment classification: Non-exempt, regular full-time.

Reporting line: Reports to the Customer Service Supervisor.

Compliance and hiring notes: The employer is an equal opportunity employer and considers candidates based on qualifications, merit, and business needs. Reasonable accommodations are available during hiring. Applicants must already be authorized to work in the United States, as visa sponsorship is not available for this role, including H-1B, TN, or OPT. Employment is contingent on Form I-9 completion and work authorization verification. The company uses E-Verify and may use technology-assisted tools to organize and review applications, but final hiring decisions are made by humans.

Application timing: This position remains open until filled.