Customer Service Specialist

Customer Service Specialist

We are seeking a Customer Service Specialist who is passionate about pets and committed to delivering exceptional customer experiences. In this role, you will serve as a trusted resource for pet parents, helping them understand our products and services while building long-term relationships rooted in care, trust, and transparency. The most successful candidates are strong communicators who enjoy problem-solving, multitasking, and collaborating across teams to improve the overall customer experience.

Key Responsibilities

Customer Interaction & Resolution

The "bread and butter" of the role is managing direct communication across multiple channels (phone, email, live chat, and social media).

• Active Listening & Inquiry Handling: Identifying the pet parent and pet's true needs by listening carefully and asking clarifying questions.
• Conflict De-escalation: Managing frustrated or angry pet parents with patience and empathy to turn a negative experience into a positive one.
• Troubleshooting: Diagnosing technical or service-related issues and providing step-by-step solutions.
• Escalation Management: Knowing when a problem is beyond their scope and routing it to the appropriate specialized team or manager.
• Act as a liaison between pet parents and internal teams to enhance the overall customer experience

Account & Transactional Management

Agents often handle the logistical side of the pet parent relationship.

• Order Processing: Assisting with placing orders, tracking shipments, and managing cancellations.
• Billing & Payments: Processing refunds, adjusting bills for errors, and explaining complex fee structures or insurance policy terms.
• Account Maintenance: Opening new accounts, updating contact information, and verifying identity to maintain security.

Documentation & Technical Mastery

Accurate record-keeping is critical for a company's data integrity and future service improvements.

• CRM Documentation: Recording every interaction in a Customer Relationship Management (CRM) system (like Salesforce) to ensure a "single source of truth."
• Feedback Loops: Reporting recurring bugs, glitches, or service gaps to the product or management teams.

Proactive Growth & Sales

Modern agents don't just react; they actively seek to add value.

• Product Knowledge: Maintaining expert-level knowledge of all products, services, and current promotions.
• Upselling & Cross-selling: Suggesting relevant product upgrades or accessories that genuinely benefit the customer.
• Follow-ups: Checking back with customers after a resolution to ensure they are satisfied and to build long-term loyalty.
• Perform additional tasks and responsibilities as assigned by management

Core Competencies: The "How" You Work

• Pet Parent Advocacy & Empathy: A genuine passion for pet health, translated into a "customer-first" mindset. You don't just solve tickets; you listen, empathize, and resolve concerns with a human touch.
• Omnichannel Communication Mastery: High-level proficiency in shifting seamlessly between phone, email, live chat, SMS, and social media while maintaining a professional and consistent brand voice.
• Critical Thinking & First-Contact Resolution: Strong problem-solving skills with the autonomy to assess complex needs and the confidence to guide a pet parent's decision-making process in a single interaction.
• Adaptive Workflow Management: The ability to multitask across multiple software tabs and communication streams without losing organization or speed in a fast-paced environment.
• Collaborative Team Player: A proactive attitude toward remote or in-office collaboration, sharing insights with the team to improve the overall customer experience.

Operational Qualifications: The "Reliability" Factor

• Operational Discipline & Schedule Adherence: Proven ability to strictly follow a call center schedule, including assigned breaks and lunch periods, to ensure consistent coverage for our customers.
• Professional Punctuality: A track record of reliability with a commitment to being "ready to roll" at the start of every shift.
• Dynamic Scheduling Flexibility: Ability to work a flexible schedule that includes weekends, evenings, and holidays as needed to support a 24/7 customer base.
• Performance-Driven Mindset: A results-oriented approach to meeting and exceeding key performance indicators (KPIs) such as average handle time, customer satisfaction scores (CSAT), and resolution rates.

Technical & Professional Experience

• 3+ Years of High-Volume Service: Experience in a call center, consultative sales, or retail environment. Specific experience in pet nutrition or veterinary services is a significant advantage.
• Digital Proficiency (CRM): Advanced experience using CRM tools to document interactions; Salesforce experience is highly preferred.
• Consultative Selling: Ability to explain product benefits clearly and confidently "close the loop" by guiding customers toward the right nutritional solutions for their pets.
• Education: High School Diploma or equivalent required; a four-year degree is preferred.

Tenets of the Pack (Company Values)

Live Our Mission We believe this is more than a job. It's a cause.

Be a Team Player We put company goals and success first.

Maintain a Positive Attitude We bring energy, enthusiasm, and drive to everything we do.

Deliver Results We play to win.

JUSTFOODFORDOGS is an Equal Opportunity Employer. JUSTFOODFORDOGS does not discriminate due to race, color, creed, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability, unemployment status or any other legally protected basis, and to the extent permitted by law.