We're Hiring: Cowan Brands Customer Support / New Biology Care Team (FULL TIME)
Cowan Brands, Mooresville, NC, USA
We are seeking an experienced customer support representative to join our team! Are you passionate about providing excellent customer service and making a positive im-pact with every interaction? Are you equally committed to improving customers’ health and wellness? If the answer is yes, you may be the candidate we are seeking.
About Us
Cowan Brands consists of four family-owned companies in the health food and alterna-tive health and wellness industries. The Cowan brands are inspired by the work of Dr. Tom Cowan, a well-known holistic medicine doctor, author and public speaker, whose life mission is to be a healing force in the world; working to improve human, ecological and economic health and wellness.
Dr. Cowan’s Garden (www.drcowansgarden.com) makes and sells beyond organic vegetable powders to help people easily diversify their vegetable consumption, pantry staples and pasture products such as ghee and pasture-raised meats. We sell direct-to-consumer through our website, social media and Amazon. We support farmers using regenerative farming practices by bringing their produce to a wider audience through our products and platform.
Dr Tom Cowan LLC (www.drtomcowan.com) is dedicated to the work and treatments developed by Dr. Thomas S. Cowan over his decades of experience in the alternative medicine field. Our mission is to provide a collaborative forum for the exchange of knowledge, products and practices that enable us to forge a new world together, gov-erned by the relentless pursuit of truth, and in support of the five aspects of holistic health: physical, emotional, social, spiritual and intellectual; a world that is clean, safe, joyful and meets the true needs of all living things.
New Biology Clinic LLC (www.newbiologyclinic.com) has a mission to provide caring and individualized support to help people take charge of their own health and wellness journey. We offer individual or family membership services and provide private health consults as needed, plus a growing list of membership enrichment benefits, such as webinars on health topics, group fitness sessions and more.
New Biology Curriculum LLC (www.newbiologycurriculum.com) Is dedicated to offer-ing premium online learning opportunities, to practitioners and others, that answer questions like, “What makes us sick and how do we heal and live to our fullest poten-tial?” using facts, critical thinking, and adherence to proper scientific methods based on the New Biology Philosophy established by Dr. Cowan. We welcome anyone who wish-es to join us: M.D.s, natural healers, and other curious minds.
Customer Support / Care Team Representative Job Responsibilities
• Provide customer support for all brands: Dr. Cowan’s Garden, Dr. Tom Cowan, New Biology Clinic and New Biology Curriculum.
• Serve customers at Dr. Cowan’s Garden and Dr. Tom Cowan by providing prod-uct and service information and resolving product and service problems.
• Help answer questions from enrolled and potential learners about the New Biolo-gy Curriculum, provide detailed information on courses, problem solve any tech-nical issues learners may have while navigating their member dashboard, enroll interested learners, and provide follow-up communication accordingly.
• Empathetically listen and respond to health-related concerns send from individu-als about themselves or their loved ones while offering helpful resources from our websites and clinic.
• Answer questions about our New Biology Clinic, provide detailed information about our services and guide them into membership, if appropriate. As a mem-ber of the Care Team, you will communicate regularly with clients and our practi-tioners, as well as help with technical issues, scheduling, billing, product infor-mation, enrichment services and more.
• Host “Connection Sessions” which are zoom meetings with potential new Clinic members to explain the New Biology philosophy, answer questions and to listen, learn and advise on how the clinic can best support those curious to learn more.
• Attract potential customers by answering product and service questions and suggesting information about other products and services, providing links to blogs, interviews, recipes, webinars and more, in order to help them make in-formed decisions on the best products and services for their needs.
• Open customer accounts by recording account information.
• Maintain customer records by updating account information.
• Support liaison for fulfillment centers and domestic and international shipping, under direction of the Customer Support Manager.
• Resolve product or service problems by clarifying the customer’s complaint, de-termining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to en-sure resolution.
• Maintain financial accounts by processing customer adjustments, and manual orders as needed.
• Recommend potential products or services to management by collecting cus-tomer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer infor-mation.
• Contributes to team effort by accomplishing related results as needed.
Compensation
$32,000-$35,000 annually, commensurate with skills and experience.
Benefits
New Biology Clinic Membership, New Biology Community Membership, 401K
Employment Type
Full Time/Remote
Customer Support Representative Qualifications / Skills:
• Customer service
• Product knowledge
• Market knowledge
• Willing to promote our philosophies on health and wellness (please visit our web-sites for more information before applying)
• Knowledge of The New Biology and Dr. Tom Cowan
• Quality focus
• Problem solving
• Documentation skills
• Phone skills
• Proficient computer skills
• Ability to host zoom meetings
• Listening
• Resolving conflict
• Analyzing information
• Multi-tasking
Education and Experience Requirements
• University/college degree is an asset
• Familiarity with Shopify ecommerce platform is a plus
• Familiarity with CX software (gorgias) is a plus
• Previous experience, especially in health and wellness, preferred
• Microsoft (Word, Excel, etc.) and Outlook
• Slack and Monday experience is a plus
• Ability and willingness to learn new software programs.
• Excellent Customer Support skills such as: communication via email, phone, zoom and live chat
What Year One Will Look Like
• Within 1 month, you’ll:
◦ Gain a basic overview of our businesses
◦ Learn the core functions of our technology tools
◦ Focus will be on the New Biology Clinic
◦ Field more complex inquiries to the appropriate parties
• Within 3 months, you’ll:
◦ Be comfortable with Clinic software, tasks, questions, etc.
◦ Develop a deeper knowledge of our products and services
◦ Begin fielding more complex inquiries
◦ Learn additional functions of our technology tools
◦ Navigate all websites from the front and back ends.
• Within 6 months, you’ll:
◦ Explain with confidence the New Biology philosophy and all of our offer-ings
◦ Handle more complex customer inquiries
◦ Host Connection Sessions with confidence
Within 12 months, you’ll
◦ Be able to match customer needs with specific products and services
◦ Field most complex customer inquiries
◦ Understand the capabilities of our technologies
◦ Make recommendations for improving our services to customers
◦ Handle most needs as they arise from our stores - Dr. Tom Cowan and Dr. Cowan’s Garden as well as mange curriculum learner accounts and Clinic client accounts.
Please feel free to email: CustomerSupport@DrTomCowan.com with your resume and cover letter.