Job Summary

At Chewy, we are revolutionizing the pet industry and delivering an unparalleled customer experience. We are looking for passionate and driven Bilingual Customer Service Representatives to join our remote team. In this role, you will provide exceptional service and support to our valued customers, both in English and Spanish (or another applicable language), ensuring their questions, concerns, and needs are addressed promptly and efficiently. You will play a critical role in shaping customer loyalty and satisfaction while working from the comfort of your home.

Key Responsibilities

• Handle inbound calls, chats, and emails from customers in both English and Spanish (or other applicable language).
• Assist customers with inquiries regarding orders, returns, products, and services.
• Resolve customer issues with empathy, professionalism, and a solution-oriented approach.
• Maintain a deep understanding of Chewys products, policies, and procedures to effectively support customer needs.
• Escalate complex issues to the appropriate department as necessary, while maintaining ownership until resolution.
• Accurately document customer interactions and maintain records of customer accounts.
• Meet or exceed established performance metrics including customer satisfaction, response time, and call quality.
• Collaborate with fellow team members and leadership to continuously improve customer service delivery.

Required Skills and Qualifications

• Fluent in English and Spanish (or another required second language), both written and verbal.
• Strong communication skills with the ability to convey information clearly and professionally.
• Customer-first mindset with excellent problem-solving and critical-thinking skills.
• Proficiency in navigating computer systems and multitasking across multiple platforms.
• Ability to remain calm and patient under pressure in a fast-paced environment.
• High school diploma or equivalent.

Experience

• Minimum of 1-2 years of experience in customer service, preferably in a call center or remote environment.
• Experience working with CRM tools (e.g., Salesforce) is a plus.
• Prior work in e-commerce, retail, or pet-related industries is highly desirable.

Working Hours

• Flexible shifts available, including evenings, weekends, and holidays.
• Full-time positions (40 hours per week) with the possibility of overtime based on business needs.

Knowledge, Skills, and Abilities

• Strong interpersonal and active listening skills.
• Ability to adapt quickly to new technologies and processes.
• Detail-oriented with excellent organizational and time management skills.
• Comfortable working independently and as part of a remote team.
• A genuine passion for helping people and pets.

Benefits

• Competitive base salary plus performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Paid time off (PTO) and paid holidays.
• 401(k) with company match.
• Employee discounts on Chewy products.
• Career growth and development opportunities.
• Access to wellness programs and mental health resources.

Why Join Chewy?

At Chewy, we care deeply about pets, pet parents, and our team members. As a company recognized for customer obsession, innovation, and a strong commitment to diversity and inclusion, Chewy offers a collaborative and rewarding work environment where your contributions truly make a difference. Be part of a team that values empathy, creativity, and continuous improvement while enjoying the flexibility of remote work.

How to Apply

If you are ready to join a passionate team that is reshaping the pet industry, we want to hear from you!
Please submit your updated resume along with a brief cover letter highlighting your bilingual skills and customer service experience by clicking the Apply Now button on our careers page.