Customer Service Representative- Hybrid

Are you Passionate about Pups? Crazy for Cats?

Salary Range: $20-$21 per hour

Darwin’s Natural Pet Products has several new full-time opportunities for HYBRIDCustomer Service Representatives. This is an entry level position with opportunity for advancement. Darwin’s Customer Service Representatives are responsible for delivering above and beyond Customer Service to all Darwin’s customers, vendors, and teammates. As the “Voice” of Darwin’s, CSRs respond to customer inquiries via phone and email.

Darwin’s Natural Pet Products makes high quality, premium raw dog and cat food and delivers it directly to pet owners around the U.S. Our growing business started 17 years ago and is a combination of both manufacturing and direct-to-consumer retailing with a strong online subscription focus. This position is at our Tukwila plant and is conveniently located near Metro bus stops.

Darwin’s Natural Pet Products offers many generous benefits to its full-time employees:

• Comprehensive Medical, Dental, and Vision Insurance
• 5% Company contribution to 401(k) Retirement Savings Plan (no employee contribution required)
• Free Life and Long-term disability insurance, Employee Assistance Program
• 6 paid holidays (including 2 flex days)
• 10 days PTO annually
• 60lbs of free premium pet food monthly ($450 value).
• Free on-site snacks
• Pet-friendly office
• Intensive training

Duties of Customer Service Representatives:

• Answer customer questions and provide accurate information regarding Darwin’s subscription service and product offerings.
• Work with customers to determine which formula and quantity of food are best for their specific pet.
• Resolve customer issues and de-escalate confrontational conversations.
• Adhere to assigned work schedule for phone, email queue, break and lunch periods, while being flexible to change as objectives of department dictate.
• Organize and prioritize workload to meet department objectives and standard of service expectations.
• Complete standard assigned and special project efficiently and in timely manner with limited supervision.
• Continually increase knowledge of Darwin’s products and services.

Our Ideal Candidate Will:

• Love pets and people and have a positive attitude.
• Possess great written and verbal communication skills.
• Be a positive, solution focused contributor.
• Understand that excellent attendance and reliability is essential for the success of their team and growth within the company.
• Be an enthusiastic learner who continually seeks opportunity to gain more knowledge.
• Good math skills, able to accurately compute refunds, customer orders and feeding amounts.
• Strong work ethic, both independently and within a team.
• Strong computer, keyboard skills, and previous experience with customer databases.
• Ability to keep accurate records, documenting conversations and actions with strong attention to detail.
• Ability to be diplomatic and work with customers and team members from diverse backgrounds.
• Ability to maintain composure under pressure.
• Ability to proficiently multitask with accuracy.
• Ability to accept responsibility and direction, and to deliver on deadlines.
• Complete job duties, special projects, and departmental assignments in a timely manner to meet set deadlines.
• Be able to learn product knowledge, order process, website navigation, and business logistics.

Desirable Education/ Experience:

• High School Diploma and some college/post high school training.
• 1-3 yrs. Customer Service experience.
• Prior experience using multiple databases together information.

Physical Demands and Work Environment:

Training:

• Darwin’s provides 2 weeks of intense guided learning, focusing on general knowledge, standard operating procedures, and hands-on experience.
• Additional training and mentoring will be on a continual basis.

Work Hours:

• Shifts Available - 6:00am-2:30pm or 9:30am-6:00pm
• Remote hours available after successful completion of initial training evaluation (first evaluation will be at 60 days).

Pay: