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:
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
