Customer Care Specialist

Job Description

Job Description

Company Statement: Banyan Botanicals is an industry-leading Ayurvedic Lifestyle and wellness company. We are driven by our mission to help people achieve and maintain optimal health and well-being. As a certified B Corporation, we serve the growing communities of Ayurveda and Yoga by offering sustainable, organic herbs and products, and providing accessible and inspiring educational content to our audience. We take pride in the fun, friendly, fast-paced work environment at Banyan where collaboration, respect and teamwork are the undercurrents of the workday. We are looking for bright, motivated, and enthusiastic individuals to join our growing team!

Location: Ashland (OR) or ABQ (Albuquerque, NM), Hybrid (Office) with remote position

Position Summary:  For every customer that reaches out to us, we want to add value to their experience. Our team will build and maintain loyal relationships with our customers by educating about Ayurveda, answering questions, taking orders, addressing and solving any problems with the customer experience, and by caring for our coworkers and customers in supporting them in their path to health and well-being. The Customer Care Specialist’s top priority is to work with our customers and provide outstanding service through all of our platforms—chats, phone calls, emails, and so on. They help process orders, help our customers resolve issues, assist in educating our customers, and help with the overall flow and quality of service. They are expected to meet all CS expectations (quality of work, etiquette, attendance, attitude, teamwork, knowledge, etc.). Customer Care Specialists also assist other departments with projects and tasks on an as needed basis.

Primary Duties and Responsibilities:  Adhere to Banyan’s values and social and environmental responsibility principles

● Responsible for maintaining exemplary and high quality customer service.

● Provides world class service by treating the customer with honesty, dignity, and respect and impressing them with efficient and effective problem resolution.

● Identify customer issues and share with related teams.

● Support customers in finding the right products and information to meet their needs.

● Works with our customers on all our communication platforms.

● Help customers with questions and complaints, give information about products, take orders and process returns.

● Assists customers in accordance with Banyan’s etiquette and FDA guidelines.

● Offers efficient, accurate service to all customers, which entails detailed knowledge of our SOPs, platforms, and products.

● Interacts and collaborates with the team to solve problems and ensure consistent service.

● Participates as a conscientious, positive, uplifting member of the team.

● May or may not collaborate with team members and other departments on projects including but not limited to Social Media, Amazon, and SER.

● Directly and indirectly gathers customer data to support the larger vision of Marketing.

● Read and stay current with SOPs and operation manual.

● Read all relevant machine operation manuals, if applicable.

● Follow all relevant OSHA and FDA regulations, if applicable.

● Some programs may require two-factor authentication via your personal cell phone for verification.

● Other duties as assigned.

Competencies – Knowledge, Skills and Abilities:

● Excellent communication skills: regularly converses with customers and co-workers and must express oneself and exchange information with clear direction and respect. Active listening, informal communication, written communication, effective information exchange.

● Ability to produce clear, concise, logical, professional and grammatically correct written material.

● Excels in relationship building, is customer-oriented, maintains composure and acts with integrity.

● Quick and adaptable learner.

● Embraces teamwork and collaboration.

● Problem-solving and decision-making skills.

● Great reliability and follow-through on projects and service provided.

● Maintains a positive, uplifting attitude.

● Upholds Banyan’s mission and values.

● Organizational and time management skills.

● Demonstrates excellence in service to customers.

Qualifications:

● Basic Ayurvedic knowledge.

● Knowledge of Banyan’s herbs, products, and resources.

● Basic computer skills including but not limited to Point of Sales systems, email, and spreadsheets.

● Ayurvedic certification or training.

● Customer Service experience.

Physical Requirements (not limited to):

This description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

● The person in this position needs to occasionally move about inside the office to access, transport and position file cabinets, office machinery and items up to 25lbs.

● Constantly operates a computer and other office productivity machinery, such as a computer, mouse, keyboard, printer, fax, scanner, calculator, and copy machine.

● Mostly sedentary position; however, must be able to move, traverse, ascend/descend, and position self to access office equipment and must be able to remain in a stationary position for long periods of time when required.

● Must be able to detect, determine, perceive, identify, recognize, converse with, discern, convey, express oneself, communicate with team members and exchange accurate information with or without accommodation.

● Must be able to work around moderate noise level.

Pay: $17/hour, starting salary (Full-time 32-40 hours/week, hourly, non-exempt position) 

$35,360/year (The Customer Care Specialist role follows a holistic work model, with the salary based on a 32-hour workweek.) 

Benefits: We offer a robust benefits package to our employees, including generous PTO and sick pay, medical, dental, and Vision insurance, HSA/FSA, company-paid short-term disability and life insurance, 401k + company match, employee discount, profit sharing and many more!

If this resonates with you, please apply. We would love to chat!