Location: Easton,PA, USA
Customer Experience Representative - Weekend Remote
Easton, PA, 3747 Hecktown Road, Easton, Pennsylvania, United States of America Req #3777
Tuesday, November 12, 2024
If you love pets, have a passion for doing good, and want to gain valuable experience in the tech space, see below!
You'll be working alongside our Digital team to provide a wholesome, enjoyable experience for everyone of our online visitors and customers. Responsible for the timely resolution of all questions, comments and issues, our Support Experts will handle incoming contacts through multiple channels and cover a variety of scenarios.
Some customers will come to us knowing exactly what they want while others will need help creating a schedule of orders that makes sense for their pet's needs. While you must be able to respond to everyday requests such as order changes and delivery inquiries both quickly and accurately, the ideal candidate will also be able to solve customer problems when solutions aren't obvious and require critical thinking. We are looking for individuals who can do the easy stuff but can also rise to the challenge of handling more complex issues and drive continuous improvements in the customer experience.
Candidates must be located in or near Easton, PA - this is a remote position
Position hours: Friday through Monday shift, 11:30 am - 10:00 pm
Pay: $15.00/hour
Qualifications:
+ Candidates who are pet owners are strongly preferred
+ 2 years of customer service experience
+ Experience working in the pet industry is a plus!
+ Strong written and oral communication skills with a personable, patient demeanor - our experts should make the customer feel like they are talking to a knowledgeable fellow pet owner who cares about their pet's needs.
+ Strong and intuitive computer skills; our system requires multitasking between a few different platforms with speed and efficiency. 50 wpm minimum.
+ Legitimate ability to multi-task is required; we navigate multiple screens and systems on each contact and speed and proficiency is a must
+ A genuine love for animals. To communicate with our customers well, you must understand the pet owner's perspective. Providing great experiences starts with understanding the underlying emotion felt by the customer
+ Willingness to adapt to new technology and new systems/platforms. As a growing company, we're constantly analyzing our operations and looking for ways to improve our service. We need a team player who is flexible and ready for change on a moment's notice
Responsibilities:
+ Learn the basics of our customer service operations
+ Making changes to customer orders and profiles
+ Investigating problems by researching order history and troubleshooting
+ Knowledgeable about our services and product offering
+ Walk customers through site navigation, including checkout and product search
+ Respond to a high volume of inbound phone and email contacts
+ From order changes to order cancellations, your responsibilities cover a vast range of subjects and requests
+ Attempt to save every cancellation request we get, using the tools provided in our platforms
+ Your performance will be graded based on your cancellation saves performance, quality scores, handle time and attendance
+ Report bugs, issues and suggestions whenever necessary using proper syntax
+ Participate in product and brand training sessions (in office) to advance your product knowledge
+ Anything and everything else that may fall onto your plate; you'll be expected to be nimble, intelligent and ready to tackle any changes, challenges or new tasks that come your way
Other details
+ Job Family Customer Experience
+ Pay Type Hourly
+ Hiring Rate $15.00
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+ Easton, PA, 3747 Hecktown Road, Easton, Pennsylvania, United States of America