Customer Experience Associate (Phones-focused)

May 9

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A new day for dog food

dogfood • startup • petfood • health • wellness

2 - 10

Description

• Providing world-class phone customer support: again, we’re looking for folks with a sincere passion and appreciation for the power and the two way experience of connecting with customers on this medium - the creativity and true showcasing of unique talents it allows, and the powerful loyalty-building impact of an exceptionally-executed phone call • Answer questions regarding our dog food, dog nutrition, and company: don’t worry, we’ll get you all of the training, resources and daily support that you need! • Proactively report issues – and ideas! – to CX management and cross-functional partners: we’re looking for creative problem-solvers who not only follow procedures and guidelines, but pause to think about even better ways of working, and to constructively and collaboratively share these ideas. Help us to get even better! • Showcasing your superior performance via KPI evaluation: some experience and comfort with your performance being measured, in part, by metrics like Customer Satisfaction (CSAT); Handle Time; Quality Score; etc. is a plus. We’re looking for a world-class balancing act, nailing both quality AND speed! • Working in CX-world tools and interfaces: your work day will take place primarily in our CX CRM tool (currently transitioning to Dixa), and will also require toggling between, and mastery of, additional tools such as: our internal admin / order management system; logistics order-tracking tools; our internal Knowledge Base; Notion, Slack and email; etc.

Requirements

• Experience using Slack in a remote environment • Experience with Dixa, Intercom, Kustomer, Zendesk or similar • 2+ years of experience as a Customer Support Specialist, CX Agent, Customer Success Agent, or similar CS role • Experience resolving customer inquiries in a high-volume environment • Excellent communication, problem-solving skills, and eye for detail • Ability to manage personal time and energy while practicing patience when handling tough cases • Collaborative and easygoing with the ability to turn constructive criticism into actionable change • Experience with a subscription business is a bonus • Love for dogs is also a huge bonus, as is curiosity about food nutrition!

Benefits

• Medical, Vision & Dental Insurance • Mental Health Support + Free Therapy • Personalized work from home set-up • Strong PTO and sick day bank, plus time-and-a-half OT and holiday pay across a long list of holidays • 401k plan • Subscription to Sundays For Dogs