What are the responsibilities and job description for the Customer Success Specialist position at Petmed Express Inc?
Opportunity Summary:
Do you love pets—whether dogs, cats, or even horses? Would you enjoy educating pet parents on the best care and wellness for their furry companions? Do you find satisfaction in helping others and bringing them joy everyday? Join our PetMeds/PetCareRX (“PETS”) team as a Customer Success Specialist and be a driving force in our digital retail success. We’re seeking bright and enthusiastic individuals to join our team as a Customer Success Specialist. In this role, you will serve as a trusted pet health and wellness expert and you’ll build meaningful relationships with pet parents, guiding them through the joys and challenges of caring for a pet. You’ll primarily assist with the purchase of medications, supplements, food, and supplies, while also promoting services and troubleshooting issues, from order status to delivery experience.
Key Responsibilities:
- Engage with pet parents through voice, email, and chat channels to provide personalized assistance in ordering prescription medications, food and supplements/vitamins ensuring a tailored experience that exceeds the customer's expectations
- Drive sales by recommending products, clearly communicating their benefits, and asking thoughtful questions to gain a deeper understanding of the customer’s needs
- Highlight services and their benefits, including Autoship (subscription program) and Vetster (telehealth), to foster long-term customer loyalty and engagement
- Build lasting customer relationships and loyalty by maintaining consistent, personalized communication with new and existing customers regarding recent purchases, upcoming sales events and new products and services.
- Stay informed about new products and services, becoming a guru on pet care and wellness items like food, medications, supplements and supplies (from shampoos to sprays), and confidently share this knowledge with pet parents to inspire a lifetime of purchases
- Foster a growth mindset by welcoming feedback and continuously seeking opportunities to enhance sales techniques and customer service skills, ensuring ongoing personal and professional development
- Conduct thorough research and apply problem-solving techniques to effectively address and resolve any concerns or issues from pet parents
- Approach every interaction with professionalism, empathy, and active listening, demonstrating patience and a genuine commitment to providing exceptional care and support
Qualifications:
- Experience in a high-volume sales or service/support role
- Proficient in Microsoft Office (Word, Excel and PowerPoint) and Google Workspace (docs, sheets and slides)
- Strong written and verbal communication skills
- Plus: Fluent in Spanish
Benefits:
- Competitive hourly pay
- Bring your pet to work
- Comprehensive health, dental, vision and pet insurance (and more) (Large Company Subsidy)
- Hybrid work options for locals
- Generous pet-related benefits and discounts
- Professional development opportunities and career growth
- 401k with 4% company match
- Paid parental leave, surrogacy, and adoption benefits
- Generous paid time off
- 10 Paid Holidays ( 2 early closures )
- Education Reimbursement Program
- Opportunity for growth and development across several areas of the organization
PetMeds/PetCareRX (“Pets”) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join us and help shape the future of our brand, creating memorable experiences for pet parent families everywhere!
The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above-listed qualifications.