Senior Customer Service Representative

Senior Customer Service RepresentativeThe Senior Customer Service Agent will support our customer experience team by resolving complex and sensitive issues escalated from frontline agents while ensuring a positive customer experience. This role also monitors and responds to reviews on social media and platforms such as Trustpilot, reviews orders for potential fraud, and provides high touch support for VIP or high value customers. The ideal candidate has strong judgment and communicates effectively both verbally and in writing while representing the Allivet brand with professionalism and empathy. Responsibilities include resolving complex or sensitive customer issues escalated by the customer service team, ensuring prompt and satisfactory resolution. Provide dedicated support for high value and VIP customers, delivering exceptional and personalized service experience. Monitor and respond to customer reviews on platforms such as Trustpilot, Google Reviews, and social media channels, maintaining a professional and brand appropriate tone. Review and investigate orders flagged for potential fraud, working with internal teams to mitigate risk while maintaining customer satisfaction. Collaborate with supervisors and internal teams to identify recurring customer issues and recommend process improvements. Document case details clearly within customer service systems to maintain accurate records and ensure continuity. Maintain a deep understanding of Allivet products, policies, and ecommerce processes to provide accurate guidance to customers. Assist in mentoring or supporting frontline agents when needed by sharing best practices for handling challenging customer interactions. Qualifications include minimum 2 years of customer service experience, preferably in a call center or high-volume support environment. Demonstrated ability to handle escalated, complex, or sensitive customer issues. Excellent written and verbal communication skills, with the ability to communicate clearly and professionally across multiple channels. Strong problem solving and decision-making skills with attention to detail. Ability to remain calm, empathetic, and solution focused in high pressure customer situations. Comfortable working with online review platforms and social media responses. Experience with order review, fraud prevention, or risk assessment is a plus. Pet retail, veterinary, or ecommerce experience preferred.