Client Care Representative

Job Description:

Client Care Representative

Customer Care B3-I

Remote

Customer first approach! The Client Care Representative will provide our customers the service they deserve to match our premium product for their beloved cat or dog. They will strive to win loyalty & trust of our customer by taking ownership and accountability in every interaction.

What are we looking for

Minimum:

• High School Diploma

• High-speed internet access - internet connection of 100kbps

• Work environment free from background noise interruptions and distractions.

• 1 year experience with Salesforce

• 1 years utilizing MS Office Product Suite

Preferred:

• College degree

• Prior experience working in customer service call center environment

• Prior customer service experience with the veterinary field

What will be your key responsibilities

• Ability to handle challenging customer interactions that include phone email chat and cases & SMS.

• Ability to determine customer needs and provide appropriate solutions in a timely and professional manner.

• Ability to empathize and prioritize customer needs by demonstrating agility and teamwork.

• Ability to resolve conflicts and set appropriate expectations for customers.

• Able to identify roadblocks and escalate through the appropriate channels.

• Exude patience and ownership with each customer including both internal and external contacts.

What can you expect from Mars

• Work with diverse and talented Associates all guided by the Five Principles.

• Join a purpose driven company where were striving to build the world we want tomorrow today.

• A strong focus on learning and development support from day one including access to our in-house Mars University.

• An industry competitive salary and benefits package including company bonus.

#LI-Remote

#LI-AS2

Mars does not sponsor visas for this role.

This position is not eligible for relocation benefits.

Thebase pay range for this position at commencement of employment is between the below range however base pay offered may vary depending on multiple individualized factors including but not limited to market location job-related knowledge skills andexperience. The total compensation package for this position may also include other elements if eligible including variable pay & general allowances (depending on the positionand employees work schedule). Subject to the terms and conditions of the applicablepolicies andplans then in effect and depending on the position offered and the employees work schedule (i.e. part-time schedule) eligible employees are automatically enrolled in a 401(k) plan as well as participate in Company-sponsored medical dental vision and basic life insurance plans for the employee and the employees eligible dependents and may be eligible to take up to 18 weeks of paid parental will also receivethe following paid-time off (which may be prorated based on start date and the employees work schedule):120 hours of vacation per year paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar yearand 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.

Required Experience:

Unclear Seniority