Sr. Customer Care Specialist bei undefined

POSITION SUMMARY

The successful Senior Customer Care Specialist is responsible for supporting the Customer Care team on processes, claims, products, and escalations. Provide excellent service to our customers by ensuring their needs are met in a timely and professional manner. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 Key Responsibilities:

• Engage directly with a variety of customers via talk, chat, and email. 
• Available to answer phones and live chat during core business hours.
• Assign and manage workflow to ensure compliance with Service Level Agreements
• Empathetic communication with customers and a willingness to provide a positive customer experience. 
• Seek positive, timely solutions to all customers’ questions and concerns, using a variety of systems and internal resources.
• Act as a brand ambassador for Petmate and our pet parents.
• Order entry, managing orders, tracking, processing refunds, and researching delays in Oracle and Shopify.
• Identify opportunities to assist pet parents with the selection of the right Petmate product -upsell.
• Assist with order fulfillment when automated processes fail
• Evaluate and track root cause of customer concerns to provide data for continuous improvement, reporting recurring issues quickly to appropriate leadership.
• Handle difficult situations with a positive attitude and de-escalate upset customers. 
• Generate reports in Zendesk for monthly KPI’s.
• Fosters a positive work environment that engages team members.
• Identify training and coaching requirements for teams based on performance monitoring, feedback, and data analysis.
• Conduct regular training sessions for new hires and ongoing training for existing team members. 
• Provide support and resolutions on escalation claims.
• Able to collaborate with internal teams such as Product Management, Shipping, Digital Manager. 
• Responds to Bazaarevoice and Ebay questions on Petmate products to affect reviews.
• Proactively suggest and implement improvements to processes and customer service strategies.
• Voice of the customer.
• Other duties as assigned.

SKILLS AND EXPERIENCE 

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

• Demonstrates a genuine enthusiasm for pets.
• Excellent verbal and written communication– Varies writing style to manage customer expectations.

• Ability to understand and empathize with our pet parents to develop loyal, engaging relationships with our customers.
• Understands escalations and best practices including detailed records of interactions.
• Can work in a fast-paced environment while maintaining a positive attitude.
• Ability to learn various business systems and navigate between them to execute job efficiently.
• Ability to manage adverse situations positively.
• Proven ability to work effectively independently as well as with a team.
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company.
• Keen attention to detail in planning, organization, and execution of tasks, while still seeing the big picture and understanding how all the pieces fit together and affect one another.
• Ability to anticipate how a decision made can affect our customers, our partners, our products or other departments’ operations and/or morale.
• Demonstration of innovation and initiative – always looking at improving our products and processes while also displaying a willingness to dive into the details and help wherever necessary. 
• Strong analytical and problem-solving abilities to address customer issues effectively.
• Excellent time management skills to handle multiple tasks and priorities efficiently.
• Proficient with Microsoft Office programs, Outlook, Excel, and Word.

 Education and Experience: 

• College Degree; or 5-7 years related experience. 
• Previous experience in a customer service role, preferably in a similar industry
• Familiarity with other customer service software and tools, in addition to Zendesk.
• Zendesk experience – minimum 2 year and includes creating triggers and macros.
• Inbound/outbound call center. 
• Prior experience managing escalations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to stand and walk and must be able to sit and stand for extended periods of time while speaking to consumers or using a computer. The employee must occasionally lift and/or move up to 20 pounds of office-related materials. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk and listen.

Work Environment

We believe in creating a comfortable and enjoyable workplace for our team members. Our pet-friendly office allows employees to bring their furry friends to work, contributing to a relaxed and friendly atmosphere. Join us and experience the benefits of working in a pet-friendly environment!

Petmate is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.