Customer Care Specialist - Remote Work Opportunity - Hemp Industry Leader - Boulder, CO

Join the Team at Charlotte's Web: Pioneers in Hemp Genetics and Wellness

Charlotte's Web is a renowned leader in the hemp industry, dedicated to improving lives through our premium products, derived from our exceptional hemp genetics grown 100% in the USA. Founded by the Stanley Brothers of Colorado, our company stands at the forefront of quality, safety, consistency, and social responsibility. We are now seeking compassionate and skilled Customer Care Specialists to join our team remotely from Boulder, CO.

About the Role: Customer Care Specialist - Remote

As a Customer Care Specialist at Charlotte's Web, you will play a vital role in delivering outstanding customer experiences. You will address customer inquiries regarding our products, services, and shipping, ensuring prompt and fair resolutions that meet or exceed customer expectations. This is a unique opportunity to work with a pioneering company in the hemp industry, contributing to our mission of enhancing lives through our products.

Key Responsibilities:

• Customer Engagement: Respond to customer inquiries via phone, email, and chat, providing detailed information about our products and services, and suggesting relevant offerings.
• Record Keeping: Create and maintain accurate customer records by documenting interactions and tagging tickets correctly for efficient follow-up.
• Problem Resolution: Resolve customer complaints by understanding their concerns, identifying causes, proposing solutions, and expediting corrections or adjustments as needed.
• Product and Service Insights: Collect customer feedback and analyze needs to recommend potential products or services to management.
• Reporting: Prepare reports on customer interactions and product/service feedback to inform business decisions.
• Team Collaboration: Participate in team meetings and contribute to achieving team objectives, ensuring a collaborative and supportive work environment.
• Performance Metrics: Meet weekly performance metrics and participate in Simple Weekly Performance Reviews to continuously improve.
• Multitasking: Efficiently handle multiple customer inquiries simultaneously via phone, email, and chat.

Essential Qualifications and Skills:

• Experience: 3+ years of experience in a call center or customer service environment.
• Technical Skills: Proficiency in ZenDesk, Salesforce Service Cloud, and Magento is highly desirable.
• Communication: Excellent written and verbal communication skills, with the ability to empathize with customers and provide clear solutions.
• Product Knowledge: Ability to quickly learn and stay updated on our products and services.
• Typing Speed: Typing speed of 40-45 WPM.
• Analytical Skills: Ability to analyze information, resolve conflicts, and multitask efficiently.

Preferred Qualifications:

• Industry Knowledge: Familiarity with the hemp or cannabis industry is a plus.
• Customer Service Tools: Experience with other customer service platforms or tools.

What We Offer:

Compensation and Benefits:

• Competitive Salary: $15.35 - $23.05 per hour, depending on experience.
• Medical, Dental, and Vision: Comprehensive medical, dental, and vision insurance options.
• Paid Time Off: 3 weeks of paid vacation in your first year, plus up to 9 weeks of paid parental leave.
• Employee Discounts: Generous employee discount on our products.
• Employee Stock Purchase Program: Opportunity to purchase company stock.
• Pet Insurance: Pet insurance for your furry friends.

Work Environment and Culture:

• Remote Work: Opportunity to work from home or a remote location.
• Inclusive Culture: Commitment to diversity, equity, and inclusion, ensuring a welcoming environment for all employees.
• Growth Opportunities: Professional development and growth opportunities within the company.
• Team Spirit: Collaborative and supportive team environment with regular team-building activities.

Why Join Us:

At Charlotte's Web, we are dedicated to making a positive impact on people's lives through our products and services. By joining our team as a Customer Care Specialist, you will be part of a pioneering company in the hemp industry, contributing to our mission of enhancing lives. We offer a competitive salary, comprehensive benefits, and a supportive work environment that encourages growth and development.

How to Apply:

If you are passionate about customer service, have a caring attitude, and are looking for a new challenge in a dynamic and growing industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Charlotte's Web is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds.