Customer Service Representative

Customer Service Representative

Engage directly with customers who contact us for a variety of topics ranging from helping them shop for a new pet, to finding that perfect chew toy, or even problem-solving when everything doesn't go as planned. This will primarily be via inbound phone calls, but sometimes requires outbound follow-up, sending an email, or other forms of communication.

Research and problem-solve to determine appropriate solutions for the customer and follow-up as needed to resolve issues.

Operate with understanding, active listening, patience, empathy and kindness to customers and Team Members alike.

Go above and beyond to "Wow" our customers. We aren't looking for order-takers or script-readers – we're searching for those who can engage with our customers and think critically to help customer find the right products, set up their accounts, track down orders and sometimes get creative with solutions.

Operate with a willingness to learn. We share feedback, we get feedback and we operate in a culture of being open-minded to grow. Many of our Team Members have grown into other roles and leadership positions, so having a long-term career focus is ideal.

Help customers over the phone (sometimes other channels as needed) with a variety of topics, primarily using our internal computer software and systems to research solutions and document their accounts, so being detail-oriented is critical.