Client Care Representative

Client Care Representative

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.

Customer Care B3-I

Remote

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

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 we're 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.

Mars does not sponsor visas for this role.

This position is not eligible for relocation benefits.

The base pay range for this position at commencement of employment is between USD 21.35 - USD 29.35, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay & general allowances (depending on the position and employee's work schedule). Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee's 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 employee's eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee's 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 year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.