As a Remote Customer Service Representative at Chewy, you will be the first point of contact for our valued customers, providing them with top-tier support and solutions. Your role will be integral to maintaining our reputation for delivering an exceptional customer experience. This is a remote position, allowing you to work from the comfort of your home while supporting a fast-paced, customer-centric environment.

Key Responsibilities

• Customer Support: Address customer inquiries via phone, chat, and email, ensuring a prompt and courteous resolution to issues related to orders, products, and services.
• Order Management: Assist customers with placing orders, tracking shipments, processing returns, and handling billing inquiries.
• Technical Assistance: Troubleshoot basic technical issues customers may encounter while using Chewy website or mobile app.
• Product Knowledge: Maintain an up-to-date understanding of Chewy products, services, and promotions to effectively assist customers and provide accurate information.
• Customer Advocacy: Represent the voice of the customer within Chewy, providing feedback to internal teams to help improve products, services, and customer experience.
• Data Entry: Accurately document customer interactions and issues in the CRM system, ensuring detailed and timely records.
• Problem Resolution: Collaborate with other departments to resolve complex customer issues and ensure customer satisfaction.

Required Skills and Qualifications

• Communication: Exceptional verbal and written communication skills with a focus on clarity, empathy, and professionalism.
• Problem-Solving: Strong problem-solving abilities with a customer-first approach to finding solutions.
• Tech-Savvy: Proficient in using computers, CRM systems, and familiar with online shopping platforms.
• Adaptability: Ability to thrive in a fast-paced, remote work environment and quickly adapt to changes in policies, procedures, and technology.
• Attention to Detail: Keen attention to detail in documenting customer interactions and processing orders.

Experience

• Customer Service: A minimum of 1-2 years of experience in a customer service role, preferably in a remote or call center environment.
• E-commerce: Experience working with e-commerce platforms is highly desirable.
• Remote Work: Previous experience working remotely is an advantage.

Working Hours

• Flexible Schedule: Availability to work a flexible schedule, including evenings, weekends, and holidays, to meet customer needs across various time zones.
• Full-Time Position: This role is full-time, with an expected workweek of 40 hours.

Knowledge, Skills, and Abilities

• Customer-Centric Mindset: A genuine passion for helping customers and creating positive experiences.
• Multitasking: Ability to manage multiple tasks simultaneously without compromising on quality.
• Time Management: Excellent time management skills, ensuring productivity and efficiency in a remote work setting.
• Team Collaboration: Ability to work independently while also collaborating with a virtual team.
• Resilience: Ability to remain calm and composed under pressure, especially when dealing with difficult situations or high volumes of customer inquiries.

Benefits

• Health Coverage: Comprehensive medical, dental, and vision insurance.
• Paid Time Off: Generous paid time off, including vacation, sick leave, and holidays.
• Remote Work: The flexibility to work remotely, saving time and money on commuting.
• Employee Discounts: Discounts on Chewy products and services.
• Career Growth: Opportunities for professional development and career advancement within Chewy.

Why Join Chewy?

• Innovative Company: Join a dynamic and innovative company that is a leader in the pet industry.
• Customer Focus: Be part of a team that truly values customer satisfaction and strives to provide the best service possible.
• Supportive Culture: Work in a supportive and collaborative environment that values work-life balance and employee well-being.
• Remote Flexibility: Enjoy the flexibility of working remotely while being a crucial part of Chewy mission to provide the best pet products and services to our customers.

How to Apply

Interested candidates are invited to apply by submitting their resume and a cover letter outlining their qualifications and experience relevant to the role. Applications can be submitted through Chewy careers portal.