Customer Service Representative

Position Purpose Section

Responsible for providing customer service, ensuring that our customers receive the highest level of support and satisfaction. This role requires strong service abilities, excellent communication skills, and a passion for delivering exceptional customer experiences.

Essential Job Functions Section

Responsibilities

The incumbent must be able to perform all the following duties and responsibilities with or without reasonable accommodation.

Customer Support

• Serve as the primary point of contact for customers via phone, email, chat, and other communication channels.
• Address customer inquiries, concerns, and complaints promptly and professionally.
• Assist customers with placing orders, processing returns, and resolving billing issues.

Product Knowledge

• Provide accurate information about products, services, pricing, and promotions.
• Assist customers in selecting the right products based on their needs and preferences.
• Stay updated on industry trends, new product launches, and pet care best practices.
• Educate customers on the benefits and features of various products to help them make informed decisions.

Problem Resolution

• Investigate and resolve customer issues and concerns in a timely manner.
• Troubleshoot problems and provide effective solutions to ensure customer satisfaction.
• Collaborate with other departments, such as Stores, Operations, Marketing ecommerce and Merch Data, to address complex customer inquiries or technical issues.
• Escalate unresolved problems to the appropriate management level for further assistance.

Relationship Building

• Build rapport and establish long-term relationships with store teams by providing personalized service and demonstrating genuine care and empathy.
• Proactively follow up with customers to ensure satisfaction and gather feedback for continuous improvement.
• Identify opportunities to upsell or cross-sell products and services based on customer needs and preferences.

Administrative Tasks

• Maintain accurate customer records, including contact information, inquiries, and interactions.
• Process payments, refunds, and exchanges using our remote systems and tools.
• Prov data to identify trends, patterns, and areas for improvement in customer service operations.

Qualifications

• High School Diploma required.
• Minimum of 2 years of customer service experience required.
• Call center experience preferred.
• Ability to make sound decisions in a fast-paced environment.
• Strong problem-solving skills, with the ability to navigate and resolve complex customer issues.
• A servant leadership mindset, focused on supporting and empowering others.

Physical Demands

• Must be able to work around pet hair and dander.

Nature of Supervision

• This position does not have any direct reports.

Work Environment

• Operates in a standard office environment. The majority of job duties are performed while seated indoors with little or no exposure to hazards.

Program and Benefits Section

Full-time team members enjoy the following:

Programs and benefit eligibility will vary based on average hours worked and length of service.

• Paid bi-weekly on a W2 basis
• Medical, dental, and vision insurance
• Health Savings Account (HSA)/ Flexible Spending Account (FSA) – medical and dependent care
• $25K life insurance policy (employer paid)
• Short and Long-term disability (employer paid)
• Greatly discounted, employer-subsidized pet insurance
• PTO (paid time off) – 2 weeks in first year, 3 weeks in second year
• Paid Parental Leave – 4 or 12 weeks of paid parental leave after 1 year of service, 1560 hours worked.
• Paw-Ternity – paid Pet Adoption bonding time
• 401(k) Program – employer match at a rate of 0.25% for each 1% contribution, up to 6%. Must be 21 or older.
• Employee Assistance Program/ 24X7 – completely confidential
• 25% employee discount on goods & services
• Team Member Feeder Program - eligible for two units (bags or cases of cans) of the participating vendors product/s each month

$18.00-$20.00 per hour DOE/DOQ

Subject to change depending on State/City/County minimums.

IPP is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or team member based on any legally recognized basis, including but not limited to: race, color, national origin or ancestry, religion, sex (including pregnancy, lactation, childbirth or related medical conditions) gender identity or expression, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, sexual orientation, age (40 or over), or any other status protected by federal, state, or local law.