Customer Sales & Technical Support Specialist - Retail Brands

Job Opportunity At PetSafe Brands

PetSafe Brands, formerly known as Radio Systems Corporation, is headquartered in Knoxville, TN. It has been named "The Marble City" and "Scruffy City", names we have embraced for our unique charm. We are the home of 1982 World's Fair and we boast of 21 craft breweries around the city. If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick of outdoor activities from walking, tubing, running, or biking in our Urban Wilderness. Knox County has an amazing public-school system, no state income tax, low property taxes and cost of living. We host Music and Shakespeare on the Square as well as Family Movie Nights on the Square during the summer months in downtown Knoxville.

Our Company: PetSafe Brands is the world leader in pet products through our family of brands: Pet Safe® Brand, Sport DOG® Brand, Invisible Fence® Brand, Kurgo and Premier Pet. Pet Safe® Brand makes every product from leashes and harnesses to water fountains and litter boxes. We have an ambitious goal of touching over 21 million pets, people, and communities around the world each year. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt to accommodating the "Not-So-Crazy Cat Lady" with all the entertaining toys and effective solutions she could ever imagine. We do this by creating a culture of enthusiasm, resilience, adaptability, and teamwork every day in the office. We work hard to be our community's employer of choice as we all live our purpose: We exist to unleash freedom for pet parents by keeping their pets happy, healthy and safe.

Summary of Position:

Answer inbound calls to assist customers with their pet product needs through troubleshooting and warranty fulfillment. This role requires sales skills to increase customer loyalty while contributing to company revenue, while working to achieve our mission of being the most trusted brands.

Responsibilities:

• Provide technical support to customers through troubleshooting issues while also giving excellent customer service.
• Offer and sell our vast array of products by finding product solutions which meet the customer's and their pet needs, including subscriptions.
• Follow all policies & procedures to ensure quality & consistency on every customer interaction.
• Consistently meet and/or exceed Customer Care Team accountabilities.

Qualifications:

• HS diploma or GED.
• Must have at least 1 year of previous customer support and sales experience (retail, restaurant, call center).
• Ability to work in-office as needed/when requested.
• Have strong critical thinking skills that support PetSafe Brand's culture of continuous improvement.
• Excellent problem solving and people skills.
• Ability to communicate effectively – both verbally and written.
• Computer skills including Windows and multi-system navigation.
• Ability to thrive in a busy, fast-paced environment with change.
• Keyboarding 40 WPM.

Accountabilities:

• Sales and Subscription Goals
• Customer Satisfaction
• Quality Assurance
• Attendance
• Wrap Time
• Compliance (schedule adherence)
• Average Handle Time

Relationships:

• Directly reports to Assistant Manager
• Indirectly reports to Operations Manager
• Works in conjunction with all Customer Care Teams

Benefits:

Working for PetSafe Brands definitely has its benefits. We offer a collaborative and creative team-oriented work environment where we encourage you to take risks to learn and grow! We offer a competitive benefits package including medical, dental, vision, and 401K match. In addition we offer a rich wellness program which includes an onsite health clinic, workout facility and of course, we encourage you to bring your dog to work, which is our whole reason for what we do!

PetSafe Brands is dedicated to offering equal employment opportunity for all teammates and fostering a work environment free of discrimination and harassment. At PetSafe Brand, our teammates are our greatest strength. We strive to build a workforce as diverse as the customers we serve by hiring great people from a wide variety of backgrounds, life experiences, knowledge, self-expression and talent. We recruit and reward teammates based on capability and performance and together we are building a culture that welcomes all dimensions of an individual's identity including race, color, gender identity or expression, sexual orientation, marital status, age, educational background, national origin or ancestry, religion, veteran status, or physical ability. We embrace these differences and the unique contributions each teammate brings not just because it is the right thing to do but because it makes our company stronger. While we are committed to creating a diverse and inclusive workplace and a culture of belonging, we recognize that we still have more work to do and a lot more to learn.