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Customer Service

Company: PetFlow
Location: Easton
Posted on: May 3, 2021

Job Description:

Customer Experience Specialist (Customer Service)

Easton, PA, 3747 Hecktown Road, Easton, Pennsylvania, United States of America

If you love pets, have a passion for doing good, and want to gain valuable experience in the tech space, see below!

You?ll be working alongside our Digital Sales team to provide a wholesome, enjoyable experience for everyone of our online visitors and customers. Our Customer Experience Specialists are responsible for the timely courteous resolution of all customer questions, comments and issues via telephone and email.

Some customers will come to us knowing exactly what they want while others will need help creating a schedule of orders that makes sense for their pet?s needs. While you must be able to respond to everyday requests such as order changes and delivery inquiries both quickly and accurately, the ideal candidate will also be able to solve customer problems when solutions aren?t obvious and require critical thinking. We are looking for individuals who can do the ?easy stuff? but can also rise to the challenge of handling more complex issues and drive continuous improvements in the customer experience.


+ MUST be a pet owner

+ High school diploma

+ 2 years customer service experience

+ 1-2 years sales experience strongly preferred!

+ Experience working in the pet industry is a plus!

+ Strong written and oral communication skills with a personable, patient demeanor - our experts should make the customer feel like they are talking to a knowledgeable fellow pet owner who cares about their pet?s needs.

+ Strong and intuitive computer skills; our system requires multitasking between a few different platforms with speed and efficiency. 50 wpm minimum.

+ Legitimate ability to multi-task is required; we navigate multiple screens and systems on each contact and speed and proficiency is a must

+ A genuine love for animals. To communicate with our customers well, you must understand the pet owner?s perspective. Providing great experiences starts with understanding the underlying emotion felt by the customer

+ Willingness to adapt to new technology and new systems/platforms. As a growing company, we?re constantly analyzing our operations and looking for ways to improve our service. We need a team player who is flexible and ready for change on a moment?s notice


+ Learn the basics of our customer service operations

+ Making changes to customer orders and profiles

+ Investigating problems by researching order history and troubleshooting

+ Knowledgeable about our services and product offering

+ Walk customers through site navigation, including checkout and product search

+ Respond to a high volume of inbound phone and email contacts

+ From order changes to order cancellations, your responsibilities cover a vast range of subjects and requests

+ Attempt to save every cancellation request we get, using the tools provided in our platforms

+ Your performance will be graded based on your cancellation saves performance, quality scores, handle time and attendance

+ Report bugs, issues and suggestions whenever necessary using proper syntax

+ Participate in product and brand training sessions (in office) to advance your product knowledge

+ Anything and everything else that may fall onto your plate; you?ll be expected to be nimble, intelligent and ready to tackle any changes, challenges or new tasks that come your way

What You?ll Get:

+ You?ll be part of our core team

+ We insist on really good people - we?re offering very competitive pay and a pay structure moving forward to create the best team we can

+ Full time benefits plan, including pet, medical, dental and vision

+ Spending time with great people is a value for us, and we think it?s a huge part of having fun at work. We strive to create an environment that thrives on intellect and encourages thought

Phillips Pet Food is the parent company of PetFlow a Las Vegas based retailer that sells dog and cat food and has relationships with customers all over the country. PetFlow?s values are simple - we believe in good foods and good deeds. We believe in cultivating a strong sense of compassion and karma by doing good deeds for pets across the country, and by providing pet parents with the best possible choices for their furry family members.

Keywords: PetFlow, Bethlehem , Customer Service, Other , Easton, Pennsylvania

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