Wellness Guide I (Customer Care Representative) - Contract Role

The Role The Wellness Guide I (Customer Care Representative) will be responsible for, but not limited to the following, answering customer questions, attending to customer concerns, processing refunds, replacements, and orders, making product recommendations, and helping customers track their order through chat, text, and phone call. The position will be directly supporting the Customer Experience Department. The job requires a detailed understanding of the full MS Office Suite and Internet software, such as Customer Relationship Management and eCommerce platforms, extreme competency at solving problems collaboratively, and relevant customer support experience in the past. This is a contractual, hourly, full-time (40 hr/wk), paid, remote position with possible required weekend and holiday availability. The compensation for this role is PHP 320/hour. This contract role will start on October 19th, 2026 and end on January 17th, 2027. Contractors will be required to work an onboarding schedule of Monday through Friday, 10am - 7pm EST for ~2 weeks, followed by a schedule mirroring their team lead for ~2 weeks, and then must be available to commit to consistently work an assigned shift time (one of the below shifts) for the remainder of the contract: • Friday through Tuesday: 8am - 5pm EST • Saturday through Wednesday: 8am - 5pm EST • Monday through Friday: 9am - 6pm EST • Friday through Tuesday: 10am - 7pm EST • Monday through Friday: 10am - 7pm EST • Monday through Friday: 12pm - 9pm EST Contractors must have a laptop/computer with the following minimum specifications: • Internet Speed: Minimum of 50 Mbps ( https://www.speedtest.net/ ) • Computer Specifications: Minimum of 16 GB RAM Responsibilities • Follow communication procedures, guidelines, and policies. • Talk with customers by web chat regarding product information, order questions, or changes in subscription service. • Assist with the placement of orders, refunds, or exchanges. • Proficient in taking payment information and other pertinent information such as addresses and phone numbers. • Reach out to customers and verify account information via email, DM, or text. • Maintain customer confidence and protect operations by keeping sensitive information confidential. • Capable of managing large amounts of incoming tickets. • Identify and assess customers' needs to achieve customer satisfaction; go the extra mile to engage customers. • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. • The ability to identify with the feelings of others to communicate clearly, accordingly, and effectively both verbally and in forms. • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. • Ability to explain to customers the support processes within the organization. • Capable of taking on new skills quickly to provide direct support to customers. • Build sustainable professional relationships of trust through open and interactive communication. • Provide accurate, valid, and complete information by using the right methods/tools. • Contributes to team effort by accomplishing related tasks as needed. • Other responsibilities as assigned. • Some travel ( Qualifications • High school diploma or equivalent. • Must have previous experience in customer support and demonstrated ability to multitask, prioritize and manage time effectively. • Ability to speak effectively before groups of customers or employees of the company. • Strong verbal and written English communication skills. • Basic mathematical ability. • Ability to deal with problems involving a few concrete variables in standardized situations, being able to rationalize problems, and critical issues. • Ability to understand and to carry out instructions furnished in written, oral, or diagram form. • Ability to understand and carry out instructions furnished in written, oral, or diagram form. • Business Process Outsourcing or call center experience. • Amazon experience (strongly preferred). • Shopify experience. • Gladly or similar platform (Freshdesk or Zendesk) experience. • Great sense of humor and positive “can-do” attitude. Physical Requirements • Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. • This role involves sitting most of the time but may also involve moving for brief periods of time. Benefits Summary • Paid sick time. The Culture at MaryRuth’s We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are a health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone. We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth’s celebrates inclusion and is committed to equal opportunity employment. MaryRuth’s is committed to the principles of equal employment opportunity. We provide employment opportunities without regard to age, race (including traits historically associated with race, such as hair texture and protective hairstyles), color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information, marital or civil union status, veteran or military status, status as a victim of domestic violence, sexual assault, or trafficking, or any other characteristic protected by applicable federal, state, or local law. This commitment applies to all aspects of the employment relationship, including recruiting, hiring, placement, training, promotion, compensation, and termination. Where applicable, MaryRuth’s complies with local employment and labor laws in the jurisdictions in which it operates.