Job Description

Customer Service Representative - Call Center

Department: Customer Service

Employment Type: Full Time

Location: Remote

Compensation: $17.50 / hour

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage.

This roles starts at $17.50 per hour. Candidates with prior customer service experience may be considered at a higher rate based on years of relevant experience.

Phone Support: The hours are 11:30am - 8:00pm EST.

At Thorne, our Customer Service Representatives are trusted partners in our customers’ health journeys. This role is ideal for someone who thrives in a fast-paced, high-volume environment and takes pride in delivering thoughtful, solutions-focused support across phone, email, and chat.

If you are metrics-driven, detail-oriented, and committed to professional communication, we’d love to meet you.

RESPONSIBILITIES

What You’ll Do

Manage high-volume inbound customer interactions across phone, email, and chat
Deliver empathetic, solutions-focused support while maintaining professionalism
Meet and exceed performance metrics including:
- Customer Satisfaction (CSAT)
- Average Handle Time (AHT)
- Service Level Agreements (SLAs)
- Productivity and resolution goals
Navigate multiple systems simultaneously with accuracy and efficiency
De-escalate challenging situations while protecting company policy and customer trust
Maintain thorough and precise case documentation
Collaborate with internal teams to resolve complex customer issues

WHAT YOU NEED

High school diploma or general education degree (GED) is required.
2+ years of customer service experience in a call center or high-volume support environment
Experience working in the DTC, CPG, VMS, or the wellness industry is highly preferred
Proven ability to maintain an over 90% CSAT score
Professional experience with CRM platforms; Salesforce is a plus
Experience managing 30+ interactions per day across all channels; phone, email and chat.
Strong written and verbal communication skills
Ability to remain calm and professional in escalated situations
Excellent time management and multitasking skills
A dedicated, distraction-free remote workspace

WHAT WE OFFER

Competitive compensation
100% company-paid medical, dental, and vision insurance coverage for employees
Company-paid short- and long-term disability insurance
Company- paid life insurance
401k plan with employer matching contributions up to 4%
Gym membership reimbursement
Monthly allowance of Thorne supplements
Paid time off, volunteer time off and holiday leave
Training, professional development, and career growth opportunities

About Thorne

Thorne is the leader in science-backed health and wellness solutions built to connect the science of performance with the science of people. As the top recommended clinical brand by health-care practitioners, Thorne offers a comprehensive range of nutritional supplements and innovative technology tools including Taia™ – Thorne’s AI-powered wellness advisor – empowering individuals to take control of their health and wellness journey with confidence.

Founded in 1984, Thorne develops products with high-quality ingredients, guided by clinical research and an in-house team of doctors, researchers, and scientists to ensure every formula meets rigorous standards for purity, potency, and efficacy. Thorne maintains a vertically integrated model, setting the industry standard for supplement manufacturing at its own facility in South Carolina.

Trusted by tens of thousands of health-care professionals, thousands of professional athletes, 100+ professional sports teams and multiple U.S. National Teams, and over seven million consumers, Thorne is a trusted partner bringing scientific rigor to everyday health and wellness.

The key to our success is a user-centric approach that always puts the individual at the center of our operations. From our distinguished researchers to our elite customer-care team, every individual at Thorne has a first-hand opportunity to make a difference.

We are always looking for new ways to innovate, and there is plenty of room for you to leave your mark here. If you’re an individual that embraces challenge, fosters innovation, and desires to make a difference in the world – then join us.

Industry

Arts & Entertainment

Company Size

501-1,000 employees

Headquarters

Summerville, South Carolina

Year Founded

Unknown

Website

thorne.com

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