Customer Service Representative

Customer Service Representative

Hollywood Feed was established in the 1950s, in Memphis, TN, as a pet supply store with friendly and knowledgeable service. More than half a century later, our love for pets is who we are today. Our associates are family and the face of each location. We care about each other, our pets, and our customers. Come and experience the passion and drive that makes Hollywood Feed what it is today.

The Customer Service Representative at Hollywood Feed plays a vital role in delivering exceptional service and building lasting relationships with our customers. This position serves as a key point of contact for customer inquiries across multiple channels of communication. The Customer Service Representative is a proactive problem-solver who takes ownership of customer concerns, works collaboratively with internal teams, and consistently goes the extra mile to ensure a positive customer experience. A strong passion for pets, attention to detail, and excellent communication skills are essential to success in this role. This role requires a high level of organization, product knowledge, and the ability to manage multiple priorities while maintaining Hollywood Feed's commitment to outstanding service and care for pets and their people.

Key Responsibilities

• Build sustainable relationships with customers through open, interactive, and professional communication.
• Provide accurate, valid, and complete information using appropriate tools and resources.
• Answer customer service and e-commerce phone calls, resolving customer concerns or issues whenever possible.
• Escalate unresolved issues appropriately and ensure timely follow-up until resolution.
• Work closely with the E-Commerce team to correct orders, issue refunds, process exchanges, and ship correct products as needed.
• Route in-store customer service issues to the Operations Department for resolution.
• Respond to online reviews (Yelp, Google, Facebook, etc.) in a timely and professional manner to strengthen customer relationships.
• Ensure all reviews receive a response.
• Escalate negative reviews or operational issues to the Operations Department.
• Respond to customer inquiries via Facebook Messenger when stores are unable to do so.
• Manage Zendesk tickets originating from Bark emails, Shop emails, online chat, and other customer contact channels.
• Handle all forms of customer contact (phone, email, chat, social media) within 24 hours.
• Assist customers with placing orders, refunds, and exchanges across all communication channels.
• Maintain extensive knowledge of Hollywood Feed products, pet nutrition, and services by staying current with World Manager training and in-house training classes.
• Provide support to other corporate departments when available.
• Maintain accuracy and attention to detail in all customer interactions and administrative tasks.

Requirements & Qualifications

• A genuine love for animals and a passion for Hollywood Feed's mission and culture.
• Strong knowledge of online ordering platforms and shipping programs.
• Extensive product knowledge, including pet nutrition.
• Excellent verbal and written communication skills, including high-level English spelling and grammar.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Ability to exercise sound judgment in a variety of customer situations.
• Strong interpersonal skills and the ability to build positive relationships with customers, teammates, and external partners.
• Computer literacy with strong keyboarding skills.
• Detail-oriented with a high level of accuracy.
• Forward-thinking approach with a proactive attitude toward identifying and proposing solutions.

Physical Demands and Work Environment

• Able to sit or stand at a desk and work on a computer for extended periods.
• Physically able to perform the job functions for 810-hour workdays.
• Availability to work until 7:30 PM at least two nights per week.
• Availability to work at least two weekends per month, with increased availability during peak seasons.
• Employees may be required to lift items weighing up to 50 lbs. unassisted, along with bending, kneeling, twisting, reaching, and other physical movements essential to daily tasks.

Education & Experience

• High School Diploma or GED required.

In addition to competitive wages and benefits, retail employees receive tips, and all employees enjoy generous discounts plus free pet food and supplements as Hollywood Feed team members. The description above outlines the overall purpose and responsibilities of the job, but it does not include every possible duty, expectation, or task. This should not be considered a complete list of all responsibilities. Hollywood Feed is an Equal Opportunity Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.