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Customer Care Specialist

Job Details

Headquarters - American Fork, UT
Full Time
$19.00 - $20.00 Hourly


The Customer Care Specialist is a vital link between the company and our customers, providing an outstanding customer experience, troubleshooting support, and expert advice on our products’ uses and features.

ThermoWorks is unrivaled in the level of customer support it provides and this is not your typical customer care position. Our Specialists are expected to deliver the highest quality of customer experience and they are compensated and rewarded accordingly.


Schedule and Bonuses:

  • FT shifts available between 6am-7pm (Monday - Friday) and every other Saturday 8am- 5pm

  • Hours worked between 5pm - 7pm on weekdays and all Saturday hours get an additional 25% per hour

  • Potential to earn quarterly bonuses ranging from $400 - $2000



This is a full-time, permanent position with benefits including medical (fully paid by us), dental, vision, parental leave, vacation pay, holiday pay, 401(k) with company match, employee discounts, etc.


Essential Responsibilities:

  • Master product knowledge to be able to educate customers and suggest and/or sell products that meet their needs and wants

  • Answer inbound calls, chats and emails, take customer orders (answer product questions, guide customers in their purchase decision and in helping them understand their applications), approve orders taken online

  • Ensure customers are treated respectfully, professionally and that every inquiry receives more than a complete and helpful response

  • Build customer loyalty through every interaction

  • Daily interaction with both experts and novices in commercial foods, competition BBQ, home cooking and baking

  • Follow proper troubleshooting steps, ask clarifying questions, discover underlying causes of concerns

  • Effectively educate customers on product use and assist them in fully utilizing available features

  • Know how to repair and troubleshoot the most common ThermoWorks products.

  • Perform other duties as assigned


Minimum Qualifications:

  • 3 years of customer service experience

  • Minimum typing speed: 40 wpm

  • The ideal candidate has a demonstrated interest and enthusiasm for cooking, baking, and/or BBQ. They will be expected to become an expert in ThermoWorks products and their use in food preparation.

  • Proven ability to work well with team members including effective communication, positive interactions, collaboration and a can-do attitude

  • Excellent communication skills, both written and verbal

  • Excellent computer skills

  • Demonstrated curiosity and eagerness to learn

  • Extreme attention to detail

  • Excellent time management and organizational skills

  • Proven ability to take responsibility and accountability

  • Ability to work both independently and with a team and to receive and respond to instructions