Job Summary:

Chewy, one of the leading pet supply retailers, is seeking a passionate and dedicated Remote Customer Service Representative to join our dynamic team. In this role, you will be responsible for delivering outstanding customer service and support to pet parents nationwide. As a key member of our customer care team, you will assist customers with a variety of inquiries related to orders, product details, and technical assistance. This position offers the flexibility of remote work while being part of a supportive and collaborative team that shares a passion for pets and exceptional service.

Key Responsibilities:

• Customer Support: Assist customers via phone, email, and chat, ensuring a positive and helpful experience while addressing concerns or inquiries related to orders, products, and policies.

• Order Management: Help customers track and resolve issues with orders, including shipping concerns, returns, and exchanges, ensuring timely and accurate resolution.

• Product Knowledge: Provide expert advice on Chewys wide range of products, offering personalized recommendations and helping customers make informed purchasing decisions.

• Problem-Solving: Identify customer needs and concerns, resolve issues effectively, and go above and beyond to ensure customer satisfaction.

• Cross-functional Collaboration: Work closely with other teams, including fulfillment and technical support, to resolve complex inquiries or issues.

• Maintain CRM Systems: Accurately log customer interactions, inquiries, and feedback in the companys CRM system, ensuring all information is up-to-date and comprehensive.

• Upselling and Retention: Promote Chewys membership programs, new products, and special promotions to enhance the customer experience and drive retention.

• Adhere to Policies and Procedures: Follow all company guidelines, policies, and protocols while interacting with customers to ensure a consistent, high-quality experience.

Required Skills and Qualifications:

• High school diploma or equivalent required; college degree preferred.

• Exceptional verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Ability to multi-task in a fast-paced environment while maintaining accuracy.

• Tech-savvy, with the ability to learn new software programs quickly.

• Strong empathy and active listening skills to ensure customer concerns are fully understood and addressed.

• Ability to work independently with minimal supervision in a remote work environment.

Experience:

• Previous customer service experience is highly preferred, especially in retail or e-commerce sectors.

• Experience in handling customer inquiries over multiple channels (phone, email, chat) is a plus.

• Previous experience working remotely is an advantage but not required.

Working Hours:

• This is a remote, full-time position with flexible working hours, but availability for shifts during weekends, evenings, and holidays is required.

• Specific working hours will be determined based on team needs and regional time zones.

Knowledge, Skills, and Abilities:

• Customer-Centric Mindset: A passion for delivering exceptional customer experiences and resolving issues efficiently.

• Product Knowledge: Ability to quickly become a subject matter expert on Chewys products, services, and policies.

• Technical Proficiency: Comfortable with using computers, online platforms, and CRM tools to manage customer interactions and orders.

• Adaptability: Able to thrive in a dynamic environment and quickly adapt to changing company policies or customer needs.

• Time Management: Strong organizational skills to manage multiple customer inquiries and resolve issues in a timely manner.

Benefits:

• Competitive salary based on experience.

• Flexible remote work options.

• Medical, dental, and vision insurance plans.

• Paid time off (PTO) and holidays.

• 401(k) retirement plan with company match.

• Pet insurance to support your furry family members.

• Employee discounts on Chewy products.

• Career development opportunities and continuous training programs to support your growth.

Why Join Chewy:

• Be Part of a Pet-Loving Community: At Chewy, we believe in delivering the best for pets and pet parents. Joining us means being part of a company that is passionate about animals and making a positive impact in the lives of customers and their pets.

• Work Flexibility: Enjoy the work-life balance that comes with a remote position while still feeling part of a collaborative and energetic team.

• Growth and Development: We believe in nurturing our employees and providing opportunities for professional development. If you are ready to advance in your career, Chewy offers plenty of room for growth within the organization.

• Inclusive Culture: Chewy fosters a diverse, inclusive environment where employees feel valued and supported in their personal and professional journeys.

How to Apply:

If you are excited about the opportunity to join Chewy and make a real difference in the lives of pet owners, we encourage you to apply today! Please submit your resume and cover letter outlining your experience and why you would be a great fit for this position.

Chewy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.