Customer Service Phone Agent (US, Remote)

Salary Range: $18 - $21 per hour

Working Hours: 10:00am - 6:30pm(EST), or 11:30am - 8:00pm(EST)

Benefit Eligible: Yes, includes health insurance (medical, dental, vision) along with paid time off and a 401k with company match

Location: This role is remote (WFH) within the US only. For tax and compliance purposes, this role is open to candidates that will reside/work in the following states: AR, AZ, CA, CO, GA, FL, ID, IL, LA, MD, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY

Classification: Non-exempt, Regular Full-time

Reports to: Customer Service Supervisor

About the Company

Paleovalley and Wild Pastures were born from a simple but radical idea: real food can heal — people, animals, and the planet. When Paleovalley co-founders Autumn and Chas Smith saw how industrialized food was affecting human health and the health of the land, they refused to play along. Autumn’s own journey of healing through nutrient-dense foods lit a fire that became Paleovalley. From there, the mission grew roots, sprouted wings, and eventually expanded into Wild Pastures to bring regeneratively raised meats directly to families nationwide.

Today, Paleovalley crafts deeply nourishing snacks and supplements made with organic ingredients and honorable sourcing. Wild Pastures connects small American farmers practicing regenerative agriculture with customers who believe better food is worth fighting for. Every product, every partnership, and every decision is guided by a commitment to real ingredients, regenerative practices, and the belief that health is built from the soil up.

We’re a team of grounded doers, curious thinkers, bold builders, and warm humans who like to laugh while doing meaningful work. We're growing quickly, fueled by purpose and a shared desire to repair the food system one thoughtful choice at a time. If you feel energized by impact, drawn to mission, and ready to join a company rewriting the future of food, we’d love to meet you!

About the Opportunity

As a Customer Service Phone Agent, you will serve as a trusted voice of Wild Pastures, helping customers navigate their health and wellness journey with confidence. You’ll provide exceptional support, resolve customer concerns, and identify opportunities to connect customers with products that best meet their needs. Through every interaction, you will play a key role in strengthening customer loyalty, driving sales growth, and supporting our mission of delivering high-quality, integrity-driven products. 

What You’ll Do

• Deliver exceptional customer experiences by serving as the primary point of contact for inbound phone inquiries, providing professional, friendly, and knowledgeable support.
• Support customers throughout their journey by answering questions related to products, orders, subscriptions, promotions, and company policies.
• Resolve customer concerns efficiently and empathetically, identifying solutions that build trust and strengthen customer loyalty.
• Process customer transactions accurately, including orders, returns, exchanges, and account updates.
• Recommend products and solutions that align with customer needs, helping customers make informed purchasing decisions.
• Promote and upsell Paleovalley and Wild Pastures products through consultative conversations that create value for the customer.
• Achieve established performance goals related to customer satisfaction, call quality, productivity, and sales outcomes.
• Maintain accurate customer records and document interactions within company systems and databases.
• Collaborate with cross-functional teams to investigate and resolve complex customer issues and ensure timely follow-through.
• Stay current on product offerings, promotions, policies, and industry knowledge to provide accurate and effective customer guidance.
• Identify recurring customer concerns and share insights and feedback that contribute to continuous improvement across the customer experience.

What You’ll Need to Succeed

• At least 1 year of experience providing phone-based customer support in a high-volume customer service environment.
• At least 3 months of sales experience, including recommending products or services to customers.
• Previous experience working successfully in a remote work environment.
• Experience using customer service, contact center, or CRM platforms and the ability to quickly learn new systems and tools.
• Strong verbal communication skills, active listening skills, and a professional phone presence.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail in a fast-paced environment.
• Ability to work independently, solve problems, and identify appropriate resources with minimal supervision.
• Ability to maintain a dedicated, distraction-free, and quiet workspace during working and training hours.
• Authorization to work in the United States for any employer without current or future visa sponsorship.
  

Bonus Points

• Experience using Aircall, Richpanel, Zendesk, or similar contact center and customer support platforms.
• Experience in a high-volume phone support environment, consistently managing 40–50+ customer interactions per day while maintaining quality and customer satisfaction.
• Experience supporting customers for e-commerce, direct-to-consumer (DTC), health and wellness, food and beverage, or healthcare brands.
• A demonstrated track record of meeting or exceeding customer service, productivity, or sales-related performance metrics.
• A coachable, positive attitude and a genuine passion for helping customers solve problems and create exceptional experiences.