CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative (Hybrid)

Join Hartz, where our love for pets drives everything we do. With over 95 years of commitment to pet care excellence, we are a trusted household name across the United States. Innovation is at the heart of our mission as we continuously strive to provide products that nurture the special bond between pets and their owners, ensuring they experience nothing but unconditional love. As leaders in the pet care industry, we are dedicated to pioneering advancements that enhance the well-being of pets, leading to happier, healthier, and longer lives. Our success is fueled by the passion and dedication of our diverse team members, who bring their unique perspectives and talents to every aspect of our work. We are committed to cultivating an inclusive and supportive work environment where individuals from all backgrounds and identities are valued and empowered to thrive. At Hartz, your contributions matter, whether collaborating in the office or embracing the flexibility of a hybrid work arrangement. Together, we empower our employees and furry companions to make a meaningful impact within our company and beyond. Join us in shaping the future of pet care and experience the joy of making a difference, one pet at a time.

The Role ... We're seeking a customer service representative who is passionate about pets and the pet parents who love them, and is driven to make a difference. In this role, you will provide top-notch customer service to Hartz consumers across multiple channels, including phone, email, chat, and social media. Additionally, you will provide accurate information about Hartz's products and assist in resolving consumer inquiries and concerns in a timely and courteous manner. To be successful in this role, you must possess strong problem-solving skills, be a quick and agile learner to acquire in-depth product knowledge and utilize customized software and applications to track customer inquiries. This position is located at our Secaucus, NJ office, and has the flexibility to work a hybrid schedule.

Your Responsibilities ... Consumer Support & Issue Resolution- Provide exceptional service to consumers by responding timely to inquiries and concerns, actively listening, maintain composure, empathize, build trust, establish rapport, and effectively de-escalate customer issues- Provide backup support for other consumer representatives by receiving local calls as neededProduct Knowledge & Brand Engagement- Develop and maintain an in-depth product knowledge to assist consumers with projects and product selection- Promote brand awareness by providing consistent, exceptional support that builds trust and fosters long-term customer loyaltyDocumentation & Reporting- Document each consumer contact in the Astute database and follow specifications for data entry- Monitor consumer feedback and report issues to managementProject and Administrative Support- Assist with department and general administrative duties including mail, supplies, filing, and other tasks- Atte