Job Summary

At Chewy, we are passionate about delivering outstanding customer service, and we are looking for a dedicated and empathetic Customer Support Specialist to join our team. As a Customer Support Specialist, you will serve as the voice of Chewy, assisting pet parents with inquiries related to our products, services, and order fulfillment. You will have the opportunity to make a difference in the lives of pets and their owners while working in a dynamic, supportive, and remote-friendly environment.

If you are a problem solver with a passion for pets and an exceptional ability to deliver world-class service, we want you on our team!

Key Responsibilities

• Customer Interaction: Provide timely, accurate, and empathetic support to customers via multiple channels (phone, email, chat) to resolve product inquiries, order issues, returns, and refunds.
• Problem Resolution: Act as a trusted advisor to customers by offering solutions to a variety of issues related to shipping, product recommendations, and account management.
• Product Knowledge: Continuously develop an in-depth knowledge of Chewys products and services to effectively guide customers and assist with troubleshooting.
• Order Management: Assist customers in placing, modifying, or canceling orders while ensuring a seamless experience.
• Customer Feedback: Collect and report customer feedback and insights to the leadership team to help drive process improvements and enhance the customer experience.
• Cross-Department Collaboration: Work closely with other teams, such as logistics, inventory, and technical support, to ensure timely and accurate resolution of customer concerns.
• Documentation: Maintain detailed records of customer interactions, complaints, and resolutions to ensure compliance with company policies and procedures.

Required Skills and Qualifications

• Communication: Excellent written and verbal communication skills. Ability to convey information clearly and concisely.
• Empathy: Strong interpersonal skills with the ability to show empathy and understanding in all customer interactions.
• Problem Solving: Strong analytical skills with the ability to resolve complex issues and offer creative solutions.
• Technical Proficiency: Comfortable using various customer support software, including CRM tools, live chat systems, and knowledge bases.
• Detail-Oriented: High level of accuracy and attention to detail when processing orders, handling customer issues, and documenting customer interactions.
• Self-Motivated: Ability to work independently in a remote setting while managing time effectively and meeting productivity targets.

Experience

• Experience: At least 1-2 years of customer service experience, preferably in an e-commerce or retail environment.
• Experience with Pet Products: While not required, experience in the pet industry or with pet-related products will be a plus.
• Remote Work Experience: Previous experience working remotely is preferred but not mandatory.

Working Hours

• This is a full-time, remote position with flexible hours.
• Candidates must be available to work weekends, evenings, and holidays as needed to support customer demand.
• Shift scheduling will be discussed during the interview process.

Knowledge, Skills, and Abilities

• Customer-Centric Mindset: Ability to prioritize customer needs and go the extra mile to ensure satisfaction.
• Multitasking: Ability to manage multiple inquiries at once without compromising quality.
• Team Player: Collaboration with colleagues across various departments to resolve customer issues efficiently.
• Adaptability: Comfortable working in a fast-paced, ever-changing environment while maintaining high service levels.
• Technology Savvy: Strong knowledge of web-based systems, communication tools, and the ability to troubleshoot basic technical issues related to e-commerce platforms.

Benefits

• Competitive Salary: Chewy offers a competitive pay structure based on experience.
• Health & Wellness: Comprehensive health, dental, and vision insurance plans.
• Paid Time Off (PTO): Generous paid time off, including vacation, sick days, and holidays.
• Retirement Plans: 401(k) with company match to help you plan for the future.
• Pet Perks: Employee discounts on pet products, and even the opportunity to bring your pet to work when on-site!
• Growth Opportunities: Chewy is committed to helping employees advance in their careers with internal promotion opportunities, mentorship programs, and training.

Why Join Chewy?

• Innovation at Heart: Chewy is a leading e-commerce company, and we are constantly pushing the boundaries of customer service and innovation in the pet industry. Working at Chewy means being a part of a forward-thinking company dedicated to creating the best experiences for our customers and their pets.
• Culture of Care: We are a diverse and inclusive team, committed to supporting each other in both personal and professional growth.
• Impactful Work: Every day you will be helping pet parents care for their furry friends. Your work directly impacts the well-being of pets around the country.
• Work-Life Balance: Enjoy a remote work environment that fosters flexibility and work-life balance. We value our employees time and wellbeing, offering a supportive workplace for all.

How to Apply

If you are passionate about pets and providing exceptional customer service, we would love to hear from you. To apply, please submit your resume and a cover letter outlining your experience and why you would be a great fit for this role.