Customer Service Representative; CSR) Grato Health

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Job Summary:The Customer Service Representative (CSR) is the primary point of contact for customers and prospective customers. This role provides direct inbound and outbound support through education and research that helps customers and, when applicable, health care professionals, better understand our natural health products.

In this role, the CSR performs the responsibilities of a teacher, consultant, and sales-oriented service professional, delivering an excellent customer experience while supporting order fulfillment, accurate documentation, and timely issue resolution.

This position requires prior experience in both inbound and outbound customer service.

• Inbound Customer Support (Phone/Email):Answer inbound calls and respond to customer inquiries with professionalism, empathy, and accuracy.
• Provide direct customer support related to order placement and fulfillment support.
• Provide direct customer support related to product questions (ingredients, directions for use, general product education).
• Provide direct customer support related to shipping, returns, refunds, replacements, billing questions, and subscription updates.
• Gain and maintain strong knowledge of the product catalog to communicate effectively with customers and, when applicable, health care professionals.
• Outbound Customer Outreach (Required):Make outbound calls/messages to prospective, new, and existing customers for follow-up, order support, issue resolution, retention outreach, and customer satisfaction.
• Use approved scripts/talk tracks while keeping conversations natural, helpful, and compliant.
• Support team outreach initiatives, including follow-up campaigns, customer check-ins, and proactive problem resolution.
• Complaint Resolution and Documentation:Document customer questions, feedback, and complaints thoroughly in the CRM/helpdesk system.
• Take appropriate action to resolve issues and ensure customer satisfaction, escalating when needed.
• Order Entry and Fulfillment Support:Participate in rotation on order entry, process orders accurately and promptly, correct invoices as needed, and complete end-of-day procedures (as assigned).
• Provide backup support to the fulfillment department (processing/packing, where applicable) and administrative tasks, such as updating customer files/records.
• Sales Support and Team Contribution:Support sales/service initiatives in a customer-first manner (including participation in team sales contests or promotions as applicable).
• Maintain clear and effective communication with customers and internal teams.
• Assist in keeping the work area neat and organized and contribute to a positive, team-oriented environment.
• Complete special projects and other duties as assigned by management or the Customer Service Supervisor.

• This job has no supervisory responsibilities.

• Education and/or
  
  Experience:
  
  High school diploma or GED required.
• Associate's or Bachelor's degree in business or related field preferred.
• 2+ years of related experience and/or training in customer service and outbound calling/customer outreach (required).
• Basic computer skills required.
• Language
  
  Skills:
  
  Ability to communicate effectively verbally with customers.
• Ability to read and interpret documents such as customer orders, SOPs, and procedure manuals.
• Ability to write routine correspondence, order notes, and phone messages clearly and accurately.
• Mathematical
  
  Skills:
  
  Ability to add, subtract, multiply, and divide using whole numbers (order totals, quantities, basic adjustments).
• Reasoning Ability:Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form.
• Ability to solve problems involving several concrete variables in standardized situations.
• Ability to interpret and present information clearly to customers, health care professionals, managers, and coworkers.

• Frequently required to sit, reach with hands and arms, talk, and hear.
• Occasionally required to stand, squat, walk, climb, and kneel.
• Must be able to lift and/or move up to 25 pounds regularly.
• Controlled environment with typically low noise levels.
• Fast-paced setting requiring multitasking and timely completion of work.
• Requires accuracy, consistent follow-through, and strong attention to detail.