Customer Service Representative

About Dr. Berg Nutritionals Dr. Berg Nutritionals is a leader in the health and wellness industry focused on addressing the root causes of health concerns. We offer a dynamic work environment with opportunities for growth, where you can contribute to helping millions achieve better health through education, premium supplements, and holistic practices like the Healthy Keto® diet. Working with us, you'll be part of a globally recognized brand with a social media presence reaching over 49 million followers across platforms. Be a part of an innovative and fast-growing company that is passionate about transforming lives through education on health and wellness. If you thrive in a dynamic environment where your contributions make a real impact, this is the place for you. Role Summary We are seeking an experienced Customer Service Representative with skills in billing, shipping, refunds, and various other order-related processes for Dr. Berg Nutritionals products and services. Our ideal candidate has a proven track record of successfully performing computer system tasks remotely, experience in providing high-quality customer service, and the ability to work through customer concerns empathetically. In this role, you will be responsible for resolving concerns and escalating complaints or questions to the correct department. You’ll collaborate with other passionate customer service team members and help create a culture of satisfied customers! Join our team and be a driving force behind our commitment to continuous improvement and creative solutions in the ever-evolving e-commerce landscape. Job Duties & Responsibilities Respond promptly to customer inquiries Maintain a positive, empathetic, and professional attitude toward customers Communicate with customers through our CRM software, by taking calls, responding to emails, and utilizing our text message system Acknowledge and resolve customer complaints Issue refunds or process reshipments when needed Escalate customer questions to the appropriate department Keep records of customer interactions, transactions, comments, and complaints Communicate and coordinate with colleagues as necessary Provide feedback on the efficiency of the customer service process Ensure customer satisfaction and provide professional customer support over the phone and in written communication Qualifications & Skills Required 2+ years' experience with online customer support in a remote setting Excellent customer service skills including a friendly speaking voice Fluent in English (multiple languages are a plus!) Excellent communication skills both written and verbal including strong spelling and grammar skills Ability to stay calm and composed when customers may be stressed or upset Ability to use multiple computer applications simultaneously Proficient in various CRM software (ZenDesk, Gorgias, or similar) Proficient in Microsoft Office tools (Excel, Outlook, Teams, Word, OneDrive, SharePoint) High school diploma Preferred Experience with Shopify Work from Home Requirements Up-to-date Mac or Windows computer with anti-virus protection Reliable high-speed internet connection Quiet, distraction-free workspace Tech-savvy and comfortable learning new tools and software Compensation & Benefits We are intentional about creating a work environment that supports both high-quality work and the people doing it. We aim to provide our team with the structure, resources, and flexibility needed to do meaningful work while maintaining personal well-being. We recognize that employees have responsibilities and priorities outside of work, and we respect and support that with our policies and benefits. We are a fully remote team, allowing team members to work from where they are most comfortable and to avoid unnecessary commuting and overhead. We offer competitive compensation and a benefits package designed to support health, stability, and balance, including: Comprehensive medical, dental, and vision insurance with 80% of premiums covered by the company 80 hours of paid vacation after one year of employment, with additional PTO that grows as you grow with us, (tenure-based increases) 40 hours of personal days each year for rest, life, and everything in between Paid gym membership to support your health and well-being 7 paid holidays 50% discount on all Dr. Berg products Fully remote work with a strong emphasis on healthy work–life balance Pay Range: $20 - $25 USD/hour Hours of Work: Saturday-Wednesday 9 a.m. - 6 p.m. ET, with one-hour unpaid meal break Training hours: Monday - Friday 9 a.m. - 6 p.m. ET for ~4 weeks Location: Fully remote Type: Employee, full-time Dr. Berg Nutritionals is proud to be an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to any characteristics protected by applicable federal, state, or local law. We are committed to fostering an inclusive, respectful, and supportive workplace. Note: We are not currently hiring international or California-based employees. Applicants must be legally authorized to work in the United States for any employer (W-2) positions.