Job Summary

Chewy is seeking a dedicated and customer-focused Returns & Refunds Support Agent to join our dynamic Customer Service team. As a key member of our remote support staff, you will be responsible for providing world-class service to customers by handling inquiries related to returns, refunds, and order discrepancies. Your role will involve problem-solving, empathizing with customers, and ensuring each interaction ends with a satisfied Chewy customer. If you are passionate about helping people, thrive in a fast-paced environment, and want to be part of a company that values innovation and customer obsession, this role is for you.

Key Responsibilities

• Manage and resolve customer inquiries regarding returns and refunds through multiple channels (email, chat, and phone).
• Process return requests, issue refunds, and troubleshoot problems in alignment with Chewys policies and procedures.
• Communicate with empathy and professionalism, ensuring every customer receives a positive experience.
• Collaborate with internal teams, such as logistics and fulfillment, to resolve complex return issues.
• Document all customer interactions accurately in the system.
• Provide feedback and insights to improve processes and enhance the customer journey.
• Meet or exceed performance metrics such as customer satisfaction scores (CSAT), response times, and case resolution rates.

Required Skills and Qualifications

• High school diploma or equivalent; associate degree or higher preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Tech-savvy with proficiency in navigating customer service platforms and CRM systems.
• Comfortable working independently and collaboratively within a virtual team.
• Strong customer service orientation with a passion for delivering outstanding support.

Experience

• Minimum of 1-2 years in a customer service, call center, or e-commerce support role, preferably handling returns and refunds.
• Experience working remotely is a plus.
• Previous experience in the retail, logistics, or pet care industries is highly desirable.

Working Hours

• Full-time position (40 hours per week).
• Flexibility to work varying shifts, including evenings, weekends, and holidays, based on business needs.
• Overtime opportunities may be available during peak seasons.

Knowledge, Skills, and Abilities

• Knowledge of returns and refund policies in an e-commerce setting.
• Strong understanding of customer service best practices.
• Ability to work effectively under pressure and manage high-volume workloads.
• Proficient in Microsoft Office Suite, Google Workspace, and customer service tools such as Zendesk or Salesforce.
• Excellent interpersonal skills and a proactive attitude.
• Adaptability to change and eagerness to learn new processes and technologies.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee discount on Chewy products.
• Career development opportunities and continuous training.
• Work-from-home flexibility with all necessary equipment provided.

Why Join Chewy?

At Chewy, we are passionate about delivering happiness to pet lovers everywhere. We believe in building a supportive, inclusive, and rewarding work environment where employees can thrive. As part of our team, you will contribute to a mission-driven company that values customer satisfaction, innovation, and your personal growth. Join Chewy and be part of a team that cares deeply about pets, people, and delivering exceptional service every day.

How to Apply

Ready to make an impact? Submit your application through the Chewy careers website by clicking the Apply Now button. Please include your updated resume and a brief cover letter explaining why you are a perfect fit for the Chewy Returns & Refunds Support Agent role. Qualified candidates will be contacted for a virtual interview.