(Updated January 18, 2022 – for immediate hire)
Customer care sits at the center of our company culture here at OraWellness.
The hub of what we do is answering emails and phone calls as well as managing the interface of OraWellness with our customers and community. We commonly end emails with, “We’re here to help” (and we mean it :).
So, the primary ‘inner’ skill that’s needed to really make this a win/win/win work situation is a true desire to help others. We place more importance on this than the other skills and competencies that are necessary for the position. You must truly enjoy helping people and supporting them back to having a restored sense of hope in their own wellbeing.
Primary duties:
Online tasks – Toggle between several online platforms to help customer orders flow smoothly.
Sort, delegate and answer customer emails – a substantial chunk of the work for this position is answering customer emails. The ideal candidate must have the ability to be compassionate, concise and organized in written communication.
Receive customer phone calls – Take orders over the phone, address customer questions, provide customers with assistance on how to find answers to their questions, be able to handle customer questions with compassion (being mindful that sometimes they’re upset), care and always lean toward the desire to help this person. Conversely, it’s also important to be able to sense when to disengage (which we call ‘kapu aloha’) and/or redirect the caller to email communications.
Maintain tracking – Able to maintain accurate tracking, including customer phone call and invoice follow up, failed order follow up, and other business systems that we use every day on Google Drive.
Ideal Strengths:
Helper’s heart / contribution – A true enjoyment of helping others and contributing to the betterment of their lives.
Excellent communication skills – Write well-crafted emails in a professional tone and style while also expressing the love that we have for helping others (through all correspondence).
Accountability – Like a helper’s heart above, being accountable is a core human trait. Bottom line, if you do what you say you’re going to do, we’d love to hear from you.
Experience with a small business is ideal – Working remotely in a small business is very different than working a corporate 8-5 job. If you are comfortable designing your own day, we welcome you to bring your talent, passion (and compassion) so we can make some magic together!
‘A’ player – We aspire to be conscientious, accountable, responsible, detail-oriented, and self-directed. We love to work with people who are also committed to providing a high level of quality for themselves in their personal and work lives.
Self-starter with a ‘can-do’ attitude – Be able to figure out what needs to be done and take appropriate action (don’t wait for someone else to give you direction on what to do). You will be a vital part of our growth as a company and should be a person who is enthusiastic about being involved. (And yes, we provide plenty of guidance for you to clearly understand the priorities of juggling multiple tasks :).)
Willingness to make mistakes (yes, make mistakes!) – Willing to make mistakes, learn from them, and show others on the team how to avoid them. Please, no perfectionism. 🙂
Focused – Stay organized and on task, able to stay focused in a highly engaging online environment.
Self organized – Able to organize and prioritize your time based on various competing job demands.
Detail-oriented – Some of the tasks require typing and/or copying addresses into order systems, issuing full or partial refunds, etc. Errors can lead to costly mistakes for the company. So, attention to detail is important.
Able to help improve the system – Once you learn how we do things, we welcome you to offer ideas and suggestions for how to improve your daily workflow in our ever-evolving environment.
Able to learn new technologies – As a rapidly growing company, we all need to be able to quickly and comfortably learn new technologies and platforms.
Design simple business systems – Able to create business admin process systems (job aids) to make the workflow smoother and better for everyone.
Comfortable with change – This is no regular desk job, Dorothy. 🙂 The power of the small business entrepreneur platform is our ability to listen to the needs of our community and respond to those needs, sometimes overnight.
Shared vision and purpose – Do you love to help others? Are you on a path of seeking a healthy lifestyle? Then come apply to join a team that is passionate about helping the world navigate to greater oral (and whole-being) health. We’re on a mission to spread useful information, excellent products, healthy smiles and positive vibes all around the world.
Requirements:
Excellent written and verbal skills – To be a member of our customer care team, you must be able to express yourself clearly, concisely, and compassionately with people who reach out to us via email and phone. If they are calling in pain, worried about their dentist’s diagnosis, or frustrated because their coupon code didn’t work online, we need to meet them with a helper’s heart.
Efficient and comfortable with computer/internet-based applications – Much of the day-to-day activities involve toggling between various online platforms. It’s common for us to have 4 to 6 active windows open between various platforms.
Quick learner – Confident in your ability to quickly and easily learn new online business platforms.
Equipment Needed: Internet access, dedicated office space, a good quality computer and a set of headphones for phone calls.
Tools we use daily:
- Email and phone (Help Scout and RingCentral)
- Shopify (experience preferred but not required)
- Klaviyo (experience preferred but not required)
- PayPal (sending invoices, confirming customer data)
- Google apps (tracking and internal communications)
- WordPress (experience preferred but not required)
- Slack
- YouTube
- Internal order fulfillment database
- www.OraWellness.com (articles, expert interviews, video tutorials, etc.)
Working logistics:
Work from your home office – This is a remote position. As such, you must have an office space that you can dedicate to being able to work from home. While you don’t have to have a separate room dedicated as an office, given the heavy computer-based work, having a dedicated desk/office space is critical for success.
Remote relationship – Ah, the dream of remote work… But let’s face it, if you aren’t a self-starter who will hold yourself accountable for your actions, this isn’t for you. We can check to make sure you are working while ‘at work’ with us, but we’re not going to constantly watch you. We want to work with honest, responsible, mature team players who motivate themselves and hold themselves accountable. Also, working from home can get a little lonely sometimes. If you need the camaraderie of being able to chit-chat with colleagues at the watercooler throughout the day, this is probably not for you (although, some of our team members are generally available via our internal messaging platform at different points throughout the day and our team does communicate daily).
Flexible hours – We are looking for someone who can commit to a base set of regular hours that work for you and for our needs. You will be accountable as the front person for our customer care center for some of your work hours. Your ‘ideal scene’ (time slots, etc.) to work can be negotiated and tailored to fit your personal life (and the needs of our company). Hours begin at 20-25 hours per week during training. Once fully trained, each team member has the ability to increase their hours if desired. Yes, we have certain time slots that need to be filled AND this has to work with your life/schedule too. Win/Win. We are currently looking for 2 time zones to be filled:
Mon-Fri 11am EST – 3pm EST (8am PST – 12pm PST)
Mon-Fri 3pm EST – 7pm EST (12pm PST – 4pm PST)
Pay rate – Based on experience, beginning at $17 per hour. We intend to build a pay structure where team members can control and determine their own pay rate. Also, there is TONS of space for growing within the company.
Design your job, the ‘major/minor’ concept – Customer care is the hub for every single one of us here at OraWellness, so we all wear several hats. Each of us has various skills and interests. We want the folks who work with us to feel like they can express their interests and skills within the work day. This is a customer service rep position as the main focus, the ‘major’ part of your work time with us. However, as we learn the other skills that you bring to the table, we want you to have ‘a minor’ (or possibly several minors) in another aspect of the business.
For example, maybe you love design or marketing and would like to help us craft new labels, images for our site, etc. Maybe you have great organizational skills and would like to help us reorganize the pages and links on our site to make them easier for folks to navigate. Maybe you have social media skills and want to help us with promoting OraWellness across the social media platforms. Maybe you have dev skills (dreamy!) and want to help us with small site adjustments.
In this way, each of us is a fully capable customer care giver AND we can develop and shift into other interests and skill sets. In time, your ‘minor’ can become so helpful that it can become the major contribution you make to our mission–you might shift from majoring in customer care to majoring in your field of interest and expertise within the company.
Our ideal team member:
- Loves life and is a caring person who finds fulfillment in helping others.
- Is stable, comfortable with him/herself, and is considered a ‘low drama’ person.
- Values honesty and clarity in his/her relationships.
- Is a self-starter and a quick learner.
- Is organized and has excellent communication skills.
- Can juggle many tasks but more importantly, you can prioritize many tasks, stay focused, and work off of your task list to get each piece completed well.
- Has other interests and talents to bring to work to help in even more ways than your awesome customer service rep skills.
- Desires a stable, regular work schedule from the comfort of your own home.
- Really wants to become a part of our mission to help others live healthier, happier lives, one mouth at a time.
If this sounds like you, please reach out to us. We’d love to talk with you about how we can contribute to one another’s lives, dream together, and help make the world a healthier, happier place.
How to apply:
If you would like to apply to join our team, please send us the following:
- Current resume
- A cover letter sharing a little about you, your goals, skills, and passions
- Pick 2 questions from each section below (4 questions in total) and answer them on a separate page from your cover letter.
If you want to knock our socks off, make a quick video introducing yourself, what motivates you, etc. Consider it a video cover letter. Upload the video to YouTube and send us a link to the video.
Please send us the above info by putting it all into a google apps folder and sharing it with us at info@OraWellness.com. Please be sure to set the google apps folder to be accessible to anyone who has the link.
Questions to answer:
Please pick 2 questions from both groups of questions below and answer them. Please send your answers on a separate page along with your resume, cover letter and references.
Please pick 2 of the following questions to answer:
- What’s your favorite article we’ve written and why?
- What about OraWellness do you believe in?
- What, if anything, have you learned from our work?
Please pick 2 of the following questions to answer.
- Why do you want to work with OraWellness?
- Tell us 2 things you see we can improve with our business right now.
- How do you feel you are uniquely qualified to help us?
- How do you feel working with us could help you reach a goal you have?