Customer Care Representative (Organic Grocery Retail)

Customer Care Representative (Organic Grocery Retail)

Apply to position

Instant Teams is searching for a Customer Care Representative to join the heart of a mission-driven community. In this role, you aren’t just answering phones, you are a vital guide for a movement dedicated to sustainability, wellness, and healthy living. As a member of the Customer Care team, you will help customers navigate organic and non-GMO products while fostering "instant communities" across thousands of drop locations nationwide.

By blending deep product expertise with empathetic communication, you will build lasting relationships grounded in trust. We empower our team through ongoing training and data-driven support, ensuring you have the tools to deliver service excellence while championing a lifestyle our customers are passionate about.

A DAY IN THE LIFE:

• Deliver outstanding customer service aligned with company values and vision.
• Cultivate trust and develop lasting customer relationships through meaningful and empathetic interactions.
• Engage with customers via phone, email, chat, text, and other communication platforms to deliver high-quality support.
• Accurately process customer orders, troubleshoot issues, and address concerns in a professional and supportive manner.
• Input customer orders from phone or fax into our purchasing system with accuracy.
• Perform regular account updates, including address and personal information changes.
• Apply company guidelines to manage customer credits and debits using proprietary software.
• Use computers, internal software programs, ordering systems, email, phone, and internet tools to support customer needs.
• Maximize productivity during lower call volumes by managing shared email queues and proactively reviewing updated SOPs in Guru to ensure policy compliance.
• Participating in daily morning huddles to align on service goals and team updates.
• Follow all customer service policies and procedures.
• Ensure each customer has a complete and satisfactory experience through personal accountability.
• Use sound judgment and policy knowledge to resolve issues efficiently and with care.
• Proactively identify customer needs and aim to exceed expectations at every interaction.
• Build relationships grounded in trust through clear and interactive communication.
• Support special projects and tasks as designated by management.

Position Details:

• Pay Rate: $18/hour
• Training Schedule: Monday - Friday 11am-7:30pm EST (30 min lunch) for the first 4 weeks
• Post-Training Schedule: Four day work week, Monday - Thursday, 7:50 am to 6:30 pm EST (30 min lunch & 15 min breaks)
• Anticipated Start Date: June 2026
• Equipment is provided!
• This position is fully remote. Employees must have a private, dedicated workspace that enables you to work independently and without interruptions.
• To foster engagement and a collaborative remote work environment, representatives are required to remain on camera throughout their shift, including training and post-training.

MUST HAVES:

• 1-2 years experience in a remote customer service role
• Interest in natural and organic products, with a willingness to learn more
• Excellent verbal, written, and interpersonal skills.
• Ability to calmly and effectively help customers, even in difficult situations.
• Strong listening skills and a caring, responsive attitude.
• Ability to remain composed and effective when handling unexpected or difficult customer concerns.
• Commitment to clear and honest communication.
• Comfortable using Google and Windows-based applications; able to navigate multiple screens.
• Ability to navigate complex multi-platform environments including CRMs, internal training universities, and knowledge management tools (Guru).
• Proficient in typing, internet usage, email, and phone communication.
• Consistent drive to exceed customer expectations using positive and helpful language.

PREFERRED QUALIFICATIONS:

• High-volume contact center experience

Contingent upon successful completion of a background check and drug screening.

Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS | Alaska | District of Columbia | Rhode Island | Montana | Colorado | California | Illinois | Iowa | New Hampshire | Nevada | Missouri

* In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.