Job Summary

Join Chewy as a Customer Support Specialist and become an essential part of a passionate team dedicated to providing exceptional service to our customers. In this remote role, you will assist pet parents with their inquiries, ensuring they receive the help they need to keep their furry family members happy and healthy. You will be the voice of Chewy, embodying our commitment to pet care and customer satisfaction while working in a supportive, collaborative environment.

Key Responsibilities

• Customer Assistance: Provide timely and accurate information to customers regarding product inquiries, order status, and delivery questions through various channels including phone, email, and live chat.
• Problem Resolution: Address and resolve customer issues efficiently and effectively, utilizing company resources to troubleshoot problems and provide appropriate solutions.
• Product Knowledge: Maintain a comprehensive understanding of Chewys products, services, and promotions to offer tailored recommendations that meet customer needs.
• Feedback Collection: Gather customer feedback and insights to improve service delivery and contribute to process enhancements.
• Team Collaboration: Work closely with team members and other departments to resolve complex customer issues and share best practices.
• Documentation: Accurately document customer interactions and maintain records of inquiries and resolutions to track trends and improve service quality.

Required Skills and Qualifications

• Education: High school diploma or equivalent; a degree in a relevant field is a plus.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to convey information clearly and empathetically.
• Technical Proficiency: Comfortable navigating various computer systems and applications, with a willingness to learn new technologies.
• Customer Focus: A strong customer service orientation, with the ability to empathize with customers and resolve their concerns in a professional manner.
• Time Management: Ability to manage multiple tasks simultaneously while maintaining attention to detail and meeting deadlines.
• Adaptability: Flexible and open to change in a fast-paced environment, demonstrating resilience under pressure.

Experience

• Work Experience: Previous experience in a customer service role, preferably in a remote setting. Experience in the pet care industry is an advantage.
• Problem-Solving: Proven track record of successfully resolving customer issues and providing effective solutions.

Working Hours

• This is a remote position with flexible working hours, including evenings and weekends. Candidates should be available to work a minimum of 40 hours per week.

Knowledge, Skills, and Abilities

• Product Knowledge: Familiarity with pet products and services is beneficial.
• Interpersonal Skills: Strong interpersonal skills to build rapport with customers and work collaboratively within a team.
• Empathy: Ability to understand and relate to customer concerns and emotions, providing a caring approach to support.

Benefits

• Competitive Salary: Attractive compensation package with performance-based incentives.
• Health and Wellness: Comprehensive health, dental, and vision insurance plans.
• Work-Life Balance: Flexible scheduling options and remote work opportunities to support a healthy work-life balance.
• Career Development: Access to ongoing training and professional development resources to enhance your skills and career growth.
• Pet Perks: Employee discounts on pet products and services to keep your furry friends happy.

Why Join Chewy?

At Chewy, we are passionate about pets and committed to creating a positive experience for our customers. As a Customer Support Specialist, you will be part of a vibrant culture that values teamwork, innovation, and excellence in service. We believe in fostering an environment where every employee can thrive, and we support our team members with the resources and recognition they deserve.

How to Apply

If you are excited about the opportunity to join a dedicated team and make a difference in the lives of pet parents, we invite you to apply! Please submit your resume and a cover letter detailing your relevant experience and passion for customer service. Visit our careers page to learn more and apply today!