Customer Experience Associate, Florida

The Farmer's Dog - Boca Raton, FL

Full-time - Entry Level

Remote - Boca Raton, FL

Food Manufacturing

About the position

The Farmer's Dog is seeking individuals to join our Customer Experience Department (CX) to deliver exceptional service to our customers. This full-time role requires a commitment of 40 hours per week, with the expectation to work on-site at our Florida office. The position involves engaging with customers through various channels including phone, email, and text, ensuring a positive and world-class customer experience. The role is centered around resolving customer queries related to billing, delivery status, account information, and nutritional inquiries, all while embodying our mission to improve the quality of dogs' lives through honest and simple care.

Responsibilities

• Deliver exceptional customer service through inbound phone contacts, email, text, and chat.
• Resolve customer issues with a high degree of empathy while building value in our products.
• Respond to customers in a timely manner with thorough and accurate information.
• Document customer interactions in our contact management system and CRM to improve the customer experience.
• Work independently with customers and share information about these conversations with colleagues.
• Comply with all company and department policies and procedures.

Requirements

• Exceptional comfort speaking on the phone with customers.
• Resilience and skills to overcome daily challenges in a customer experience role.
• Flexibility to balance multiple priorities when needed.
• Ability to de-escalate unhappy customers and turn them into advocates.
• Outstanding interpersonal and organizational skills.
• Ownership, self-starter attitude, and strong attention to detail.
• Positive demeanor while learning and growing in a new environment.

Nice-to-haves

• A passion for dogs and a desire to improve their lives through better food and care.
• Experience in customer service or a related field.

Benefits

• Pup-friendly office in Boca Raton/North Broward area.
• Market-competitive hourly compensation and equity packages.
• $75 monthly stipend to assist with home internet costs and commuting expenses.
• Comprehensive Healthcare, Dental, and Vision.
• Competitive 401k plan with company match.
• 12 week paid parental leave.
• Discounted fresh food for your pup.
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug.