Job Summary

At Chewy, we are passionate about delivering exceptional customer experiences and creating raving fans of pet parents everywhere. As a Member Services Representative within our Customer Support team, you will be the frontline ambassador for Chewy, providing world-class service and support. Your role will focus on assisting customers with inquiries, resolving issues, and ensuring every interaction leaves a positive and lasting impression. You will play a pivotal role in reinforcing our customer-first culture while working in a fast-paced, dynamic, and pet-loving environment.

Key Responsibilities

• Provide high-quality customer service via phone, email, and chat.
• Resolve customer concerns efficiently and empathetically, with a focus on first-contact resolution.
• Assist customers with order placement, product inquiries, delivery concerns, returns, and account management.
• Collaborate with internal teams to address and escalate complex customer issues.
• Maintain up-to-date knowledge of Chewys products, policies, and promotions.
• Meet or exceed individual performance metrics, including customer satisfaction scores and productivity goals.
• Exhibit a proactive and solution-oriented approach to customer service.
• Document all customer interactions accurately and thoroughly.

Required Skills and Qualifications

• High school diploma or equivalent required; Associates or Bachelors degree preferred.
• 1+ years of experience in a customer service, call center, or related role.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and prioritize in a fast-paced environment.
• Empathetic, patient, and customer-focused mindset.
• Tech-savvy with proficiency in navigating multiple computer systems and platforms.

Experience

• Previous experience in e-commerce, retail, or pet-related industries is a plus.
• Demonstrated success in a high-volume customer support environment preferred.

Working Hours

• Full-time, 40 hours per week.
• Flexible scheduling, including evenings, weekends, and holidays as required.
• Shifts may vary based on business needs, with both remote and on-site options available.

Knowledge, Skills, and Abilities

• In-depth understanding of customer service principles and practices.
• Ability to de-escalate situations and resolve customer complaints effectively.
• Familiarity with CRM software and customer service tools.
• Excellent problem-solving abilities and attention to detail.
• Adaptable and able to thrive in a changing work environment.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company match.
• Generous employee discount on Chewy products.
• Paid time off, including vacation, holidays, and sick leave.
• Career development and advancement opportunities.
• Work-from-home flexibility (depending on location and role eligibility).

Why Join Chewy?

At Chewy, we are more than just an e-commerce company – we are a community of passionate pet lovers dedicated to creating moments of joy for our customers and their furry family members. Our commitment to customer service is at the heart of everything we do, and we foster a collaborative, inclusive, and innovative work environment. Joining Chewy means being part of a fast-growing company that values your voice, rewards your contributions, and provides you with the tools to grow both personally and professionally.

How to Apply

Ready to unleash your potential? Apply now by submitting your updated resume and a brief cover letter highlighting why you are a great fit for the Chewy Member Services Representative role. Visit Chewy Careers or submit your application through your preferred job board.