Job Summary

Chewy is seeking passionate and customer-focused Call Center Agents to join our dedicated Customer Service team. As a Chewy Call Center Agent, you will play a vital role in delivering exceptional support to pet parents nationwide. You will be the first point of contact for customers, providing timely and effective resolutions to inquiries, issues, and concerns, while upholding Chewys mission of providing best-in-class service. This is a full-time, remote role designed for individuals who thrive in a fast-paced environment and are committed to creating memorable customer experiences.

Key Responsibilities

• Serve as the voice of Chewy by answering inbound calls, emails, and chats from customers regarding orders, products, returns, shipping, and general inquiries.
• Resolve customer concerns with empathy and efficiency, providing tailored solutions to meet customer needs.
• Process orders, returns, and exchanges accurately using internal systems.
• Collaborate with internal teams to resolve complex issues and escalate when necessary.
• Maintain a high level of professionalism and a positive attitude with each customer interaction.
• Consistently meet or exceed key performance indicators, including customer satisfaction, quality, and productivity targets.
• Provide feedback and suggestions to management for continuous process improvements.
• Stay informed on Chewys product offerings, policies, and procedures to ensure accurate information is provided to customers.

Required Skills and Qualifications

• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Customer-centric mindset with a passion for delivering outstanding service.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in navigating multiple computer systems and applications simultaneously.
• Must have a quiet, distraction-free workspace for remote work.

Experience

• Minimum of 1 year of customer service or call center experience preferred.
• Experience in e-commerce, retail, or related industries is a plus.
• Previous experience handling a high volume of customer interactions in a fast-paced environment is desirable.

Working Hours

• Full-time schedule of 40 hours per week.
• Flexible shifts available, including evenings, weekends, and holidays.
• Overtime opportunities may be available based on business needs.

Knowledge, Skills, and Abilities

• Knowledge of basic customer service principles and practices.
• Ability to adapt quickly to changes in processes and procedures.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a collaborative team.
• Emotional intelligence and the ability to handle sensitive customer concerns calmly and effectively.

Benefits

• Competitive base salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (PTO) and paid holidays.
• Employee discounts on Chewy products and services.
• Opportunities for career growth and internal advancement.
• Access to wellness programs and employee assistance resources.

Why Join Chewy

At Chewy, we are more than just an online pet retailer; we are a passionate community dedicated to enriching the lives of pets and pet parents. As part of our Customer Service team, you will be empowered to make a difference every day. You will join a culture that values innovation, collaboration, and a relentless commitment to customer satisfaction. If you love helping people and are ready to be part of a growing, customer-obsessed company, Chewy is the place for you!

How to Apply

Ready to unleash your potential? Apply now by submitting your resume and a brief cover letter explaining why you would be a great fit for Chewys Customer Service team.