Job Identification

Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Service Manager

Hours: 11:30am - 8pm EST

Last Updated: January, 2025

Position Summary

The Customer Service Representative plays a critical role in building direct and meaningful relationships with our customers. As our first point of contact on customer support, this role serves as a customer advocate. In this role you will handle a diverse and busy queue of contacts each day, toggling between phone calls, emails, chats and SMS. You will need to appropriately triage contacts based on severity and importance working subscription modifications before their window closes as opposed to first-in, first-out management of the queue and master our order management system to maintain customer relationships effectively and efficiently. This role also lends the opportunity to work alongside the broader business team to document customer trends and ensure customer feedback is being shared and escalated for product improvements.

Minimum Qualifications

2 years minimum customer service experience, pet industry a plus
Exceptional time management, communication, and organizational skills
Works well in a team environment
Competent in a technical capacity
Deep customer understanding, emphatic empathy, and ability to find and create win-win opportunities
Effective and persuasive communication skills
Ability to pivot and adapt to changing conditions and directives
Experience with ticketing software is a plus

Duties & Responsibilities

Drive customer loyalty
Provide timely and accurate information to incoming customer order status and product knowledge requests
Process customer orders/changes/returns according to established department policies and procedures
Provide timely feedback to the company regarding service failures or customer concerns
Provide business continuity focusing on customer retention and leading pet parents in a growing relationship with Weruva
Log customer service calls, emails and chats utilizing ticketing software
Constantly seek and win new opportunities to drive incremental business
Other related duties as assigned

Success Factors

Client orientation and customer focus
Detail-oriented with meticulous follow-through
Clear and effective communication skills
Can-do attitude
Strength in problem solving & analysis
Honesty and integrity
Dedication to continuous development

Physical Demands

Typical home office setting. Ability to lift 10 pounds occasionally.

Working Conditions

This role is primarily a hybrid role. Limited overnight travel is required for training and on-site meeting purposes.

Performance Standards

All positions at Weruva begin with a 90-day probationary period and include a 60- and 90-day review session with their supervisor. While feedback and direction will be provided as needed on an ongoing basis, an annual performance appraisal provides opportunity to measure progress and address opportunities.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

401(k)
Dental insurance
Health insurance
On-the-job training
Paid time off
Vision insurance

Shift:

Evening shift

Application Question(s):

Do you have any experience handling customer inquires via phone?
Do you have any experience in the pet industry?

Experience:

Customer service: 2 years (Preferred)

Work Location: Remote

Weruva International

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Customer Service Representative