Customer Happiness Expert
About The Position
We are seeking a detail-oriented and highly organized Customer Happiness Expert and part of the Customer Service team, this position is based in our warehouse and plays a key role in ensuring both pets and their parents have a happy, positive experience. Your focus will be on turning potential issues into memorable experiences. This unique role is hands-on, highly collaborative, and centered around one simple goal: making sure every pet and pet parent feels happy, heard, and cared for while enjoying a seamless experience with our brand.
Requirements
- Customer Service Experience
- Strong written and verbal communication skills
- Comfortable with computers and CX platforms
- Ability to manage multiple tasks in a fast-paced environment
- Reliable attendance and schedule adherence
- Passion for pets and helping others
- Flexibility, willingness, and a desire to grow with the role
Nice To Haves
- Warehouse experience
- E-commerce or Retail Customer Service Experience
- Familiarity with tools like Shopify,Extensiv, Teams, and Re:amaze
- To perform this job successfully, an individual should have basic computer skills, knowledge of Internet software and SCANFORCE Order processing systems.
Responsibilities
- Respond to Customer Service inquiries related to expedited shipping and order cancelations, updates, and changes and ownership of replacement orders for High-Risk customers.
- Assist the Shipping team with updating orders with needed information.
- Oversee the customer return process, ensuring timely and accurate refunds and accurate account updates.
- Responding to internal customer shipping requests from the Sales Team, Social Team, Marketing Team, and other Cross Functional Teams as needed.
- Participate in Customer Happiness Initiatives including Surprise & Delight, Follow-up Friday and Customer Loyalty.
- Monitor, engage, and respond to customer feedback and inquiries across all channels, including brand websites, Amazon, Walmart, social media, email, SMS, and other CX platforms.
- Collaborate with the team, attend training, and stay up to date on products, policies, and company happenings.
- Eager to grow with the role, taking on new responsibilities that help create even better experience for pets and their parents.
Benefits
- Competitive pay, based on experience
- Attendance bonus
- Medical, Dental, and Vision Insurance
- 401(k) with company match
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Long Term Disability
- Paid Holidays, Paid SIck and Paid Vacation
- Life and AD&D Insurance
- Employee Discounts on pet food
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
