CX Account Specialist

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 700 passionate team members.

What You’ll Do:

The Accounts Specialist provides best in class customer service, solutions, and product information to our customers regarding any cancellation, return, or refund from inbound and outbound customer support platforms (phone, chat, social media, and email). 

Available Schedules:

Monday, Tuesday, Saturday, Sunday - 11 AM - 9:30 PM (4x10)
Monday, Tuesday, Friday - Sunday, 1 PM - 9:30 PM 
Monday - Friday, 1 - 9:30 PM
Sunday - Thursday, 9 AM - 5:30 PM
Wednesday - Saturday, 9 AM - 7:30 PM (4x10)

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Acts as the main point of contact for customers and agents requesting assistance with a refund, cancelation or return          
• Completes all assigned Dixa cases from assignment to completion, with the exception of troubleshooting:
  • TL will reassign troubleshooting cases 
  • May be asked to assist with Troubleshooting cases                                                                                                                                             
• Compiles and sends the necessary documentation to accounting to process a refund 
• Reviews all “No fraud” orders, and processes cancellations and refunds while notifying customers to resubmit their order with another form of payment
• Researches the “NO RMA” document and corrects the RMA's for accounting and the warehouse
• Cancels and refunds all customer orders with an identified ship to address of a PO BOX and reaches out to the customer advising them to resubmit their order with a verified ship to address
• Processes all product return labels and schedules customer pick ups
• Issues refunds from the Recon Receivers log 
• Researches Refund Failed emails and refunds if needed
• Researches items received at the warehouse by mistake and contacts customer
• Identifies data entry errors in the RMA and notifies Leadership 
• Assists customers when tracking requests 
• Responds to all Chargeback and Dispute cases promptly
• Sends Paypal payment requests for Warranty Restorations (customer requests)
• Works with the repairs department on repair issues/recons 
• Assists with cancel/returns/refunds phone queue 
• Maintains and updates relevant spreadsheets/ process documents
• Other duties as assigned

Requirements

What You’ll Bring:

• HS Diploma
• 3 years of customer service experience
• Excellent verbal, written, and interpersonal communication skills
• Experience with data entry and order entry
• Ability to multitask and prioritize
• Must be a team player
• Strong computer skills 
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Ability to provide a working atmosphere that is positive and productive
• Ability to establish and maintain cooperative working relationships with team members and colleagues

Not Required, but nice to have!

• Google Suite experience 
• Salesforce experience
• Dixa experience 
• French, German, Italian, and/or Spanish language skills are a huge plus!
• Not required to have pets, but highly recommended! 

Benefits & Purrks: 

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance Discount
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.

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