Customer Service Specialist

Petpals Group Inc•Ontario, CA

168d•$20 - $22•Onsite

About The Position

We are looking for a Customer Service Specialist who takes pride in delivering clear, reliable, and friendly support to our customers. This role is essential to maintaining the accuracy of our product information, ensuring smooth backend operations, and strengthening customer experience across all touchpoints. You will work closely with our team to uphold our service standards while using AI tools to enhance efficiency and accuracy.

Requirements

Strong written and verbal communication skills in English.
Proficiency with Excel and standard office software.
Experience using AI tools (ChatGPT, Claude, AI editors, or similar) to support workflow efficiency.
High attention to detail, strong organizational skills, and the ability to manage multiple tasks.
A proactive, self-motivated approach and the ability to work independently.

Nice To Haves

Prior customer service experience preferred, especially in e-commerce or consumer goods.

Responsibilities

Provide timely, professional communication to customers by phone and email.
Manage the daily customer service inbox and ensure all inquiries are resolved promptly.
Maintain organized and accurate records of customer interactions, transactions, and website updates.
Prepare weekly customer service reports and review monthly product performance, customer feedback, and return trends.
Update website backend content, including product details, FAQs, policies, and order status messages.
Verify product and order information, support product content updates, and assist with basic data entry and organization.
Use AI tools to classify inquiries, generate draft responses, support data entry, and proofread content.
Coordinate replacement part labels and follow established procedures, including the New Product Checklist Form.
Conduct simple market surveys and product analysis to help identify customer needs and improvement opportunities.
Cross-team collaboration to ensure consistent and accurate information across all customer-facing channels.
Perform additional duties as assigned by management.