Bilingual Customer Care Specialist; Level 1) West Coast - English and Spanish

Bilingual Customer Care Specialist (Level
1) West Coast – English and Spanish

Kate Farms is a medical food company dedicated to making nutrition the cornerstone of healthcare. We provide complete nutrition formulas for individuals with medical needs for liquid nutrition.

The Level 1 Customer Care Specialist supports customers on their wellness journeys, answering eCommerce-related questions and product information. The role requires excellent interpersonal, written, and verbal communication skills, technical aptitude, empathy, and a genuine desire to help customers. You will provide support via phone, webform, and chat, quickly identify issues, and determine the best course of action for resolution.

Key responsibilities include working West Coast hours and being verbally fluent in English and Spanish.

• Interact with customers via phone, webform, and chat to provide clear, accurate information in an empathetic manner.
• Listen attentively and demonstrate patience and understanding in all customer interactions.
• Anticipate customer needs and proactively suggest resolutions tailored to individual requests.
• Use proper communication procedures, guidelines, and policies.

• Quickly identify customer issues and determine appropriate solutions.
• Meet or exceed performance expectations, including Customer Satisfaction scores, quality scores, and customer resolution times.
• Effectively use Customer Care technology platforms to assist customers and capture relevant data.
• Adapt to changing workflow processes and accommodate shifting priorities.

• Contribute ideas to improve team processes and customer experience.
• Participate in team meetings and training sessions.
• Seek to understand the impact of your work on business goals.
• Collaborate with team members to ensure consistent, high-quality customer service.

• Manage multiple priorities and goals depending on levels of urgency.
• Meet deadlines through efficient time management.
• Stay focused during peak volume periods while handling tasks simultaneously.
• Proactively work to minimize mistakes and pay close attention to detail.

• Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or equivalent experience.
• Verbal fluency in English and Spanish with excellent grammar skills in both languages.
• 0–1 year of customer service experience; experience in healthcare, wellness, or mission‑driven organizations preferred.
• Proficient with technology platforms and the ability to learn new systems quickly (Salesforce experience a plus).
• Excellent written and verbal communication skills with strong problem‑solving and analytical abilities.
• Empathetic, detail‑oriented, and highly organized with sound judgment and decision‑making skills.
• Self‑motivated, adaptable, and able to manage workload independently while collaborating effectively in a team environment.
• Eager to learn, grow, and contribute to a positive customer experience.
• Flexible to work core business hours (8 am–5 pm EST), varied shifts, and holidays as needed.
• Quiet, private home workspace with reliable high‑speed (25+ Mbps) wired internet connection.
• Strong commitment to the company mission and values.
• Ability to work independently and collaboratively in a fast‑paced, dynamic environment.
• Respectfully shares and accepts feedback willingly from all levels of the organization.

• Effectively handle lifting of various objects weighing up to 12 pounds.
• May require bending, stooping, kneeling, reaching, and climbing stairs.
• Ability to sit at a computer for extended periods of time.

This position will work in a home/office…