Customer Support Representative

Customer Support Representative: The successful candidate will provide excellent service to our customers by ensuring their questions are answered in a timely and professional manner. They will become Petmate product experts to effectively respond to customer inquiries.

Essential Duties and Responsibilities:

• Engage directly with a variety of consumers via email, live chat, and phone. Issue resolution to provide a positive customer experience.
• Communication is always respectful and professional.
• Fosters a positive work environment that engages team members.
• Process consumer orders regarding warranty claims.
• Able to collaborate with internal teams such as Product Management, Shipping, Digital Manager.
• Mail replacement parts when needed.
• Other duties as assigned.

Competencies: To perform the job successfully, the candidate must:

• Possess strong written and oral communication– Varies writing style to manage customer expectations.
• Must love pets.
• Demonstrate initiative and problem-solving skills.
• Have a Customer Focused approach to problem solving.
• Be flexible to change and learn new processes quickly.
• Have strong analytical skills and detail oriented.
• Be resourceful and have a positive work ethic.
• Must be able to collaborate and contribute in an in-office team environment.

Education and/or Experience: College Degree; or 1-2 years related experience. Prior experience working in Zendesk is required.

Physical Demands: Must be able to sit and stand for extended periods while speaking to consumers or using a computer. Must be able to lift up to 20lbs of office related materials.