Description:
We are not looking for order-takers or script-readers – we’re searching for those who can engage with our customers on the phone, have the ability to think critically in the moment, and have a passion for genuinely helping others. Having a love for pets is an added bonus!
What You’ll Do
- Engage directly with customers who contact us for a variety of topics ranging from helping them shop for their new pet, to finding that perfect chew toy, or even problem-solving when something doesn’t go as planned.
- Research and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution.
- Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.
- Operate with a willingness to learn. We share feedback, we get feedback, and we operate in a culture of being open-minded to grow.
- Engage with teammates, your direct Manager, and other team members across many levels of the organization using virtual collaboration tools such as Zoom, Slack, and webcams to contribute to an infectious customer-centric culture of collaboration.
What You’ll Need
- 2 years of customer service experience
- Demonstrate excellent communication skills (written, verbal, and listening) in a written assessment
- Ability to multi-task (e.g., maintain a conversation on the phone while navigating on the computer and taking notes) and perform well in a fast-paced environment
- Proficiency in using computers, both for data entry, as well as for rapid navigation through systems and the internet to search for information to help support our customers
- Ability to adapt to change with the business needs of the company
- Flexibility to shift schedule and work overtime as needed by the business unit
- Must bring proven ability to maintain confidentiality and secure sensitive information
- High school diploma or equivalent
- Must be able to pass a background check