Customer Service

Customer Service Specialist

Job Summary

Pack leaders wanted! We are JustFoodForDogs, and our passion is to help give all animals 'More life. More years. More love.' by providing them with the best diet. If you share our passion, apply to be a Customer Service Specialist today! Our most successful Customer Service Specialists are pet owners themselves who care deeply about what they feed their pets. They love talking to and establishing long-term relationships with pet parents, helping them learn how a wholesome, nutritious diet can benefit their furry family members!

Responsibilities

• Provides customer service in a timely manner via several means which include email, telephone live chat, SMS, Video chat, social media and other communication channels
• Acts as a liaison between pet parents and management in order to enhance the overall customer experience.
• Analyzes complaints from customers and provides adequate resolutions.
• Tracks proposed resolutions and follows up with customers in a timely fashion.
• Prepares documents and reports for future reference.
• Trains peers in good customer service.
• Develops and maintains vast knowledge of pet nutrition products and services being offered.
• Conduct surveys regarding products, services, and customer service experiences.
• Communicates customer feedback to various teams—including quality, E-commerce, and marketing departments—in order to improve the overall customer experience.

Other tasks and duties as assigned by manager

Required Skills/Abilities:

• Possesses the ability to communicate effectively in person, over the phone, live chat, email, SMS (text messaging), social media, and video chats.
• Has strong leadership skills and the ability to work with others to resolve customer complaints.
• Exhibits self-motivation, the ability to multitask and pay close attention to small details.
• Can think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
• Exhibits the ability to prioritize tasks and complete them in a high-pressure environment.
• Displays the ability to work in a collaborative and team-oriented environment.

Qualifications

• Passionate and motivated to make a difference in the health and lives of dogs and cats
• Retail or consultative experience; pet nutrition experience a plus
• Skilled at assessing needs, sharing features and benefits of products, overcoming objections, and wrapping up productive consults
• Able to help customers in one contact
• Strong interpersonal skills
• Drive to meet and exceed goals
• Empathetic to our Pet Parent’s situations
• Strongly prefer a four-year degree and require a High School Diploma or equivalent.
• 3 years previous experience delivering excellent customer service in a call center environment

Live Our Mission – At JustFoodForDogs, we act with integrity and build trust, treating everyone with dignity and respect. We bring passion to our mission, contribute positively to our environment, and strive to eliminate drama and negativity. Our commitment extends to exceeding expectations and supporting both our communities and the planet. 
Be a Team Player – JustFoodForDogs values positive teamwork and strong relationships. We prioritize trust, support, and team success over individual recognition. Our approach is to serve others and focus on collective goals, ensuring that collaboration and mutual support are at the heart of our work. 
Maintain a Positive Attitude – At JustFoodForDogs, we bring energy and enthusiasm to inspire our team. We stay optimistic, lead with empathy, and manage change with a positive outlook. Our focus is on constructive feedback and willingly assisting others to foster a supportive and confident workplace. 
Deliver Results – We are driven to win with determination and commitment at JustFoodForDogs. We honor our promises, take initiative, and pay attention to the details. Our goal is to consistently deliver on our objectives while holding ourselves and others accountable for results. 

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. Qualified candidates of diverse ethnic and racial backgrounds are encouraged to apply for vacant positions at all levels