Call Center Customer Service / Data Entry Associate

Job Description – Customer Service / On-site

Basic Function

The Call Center Customer Service / Data Entry Associate provides friendly, accurate, and knowledgeable support to customers contacting our pet retail call center. This role handles phone and online inquiries, processes customer requests, and performs data entry tasks that ensure smooth operations and exceptional experiences for both people and their pets.

Organizational Relationship

• Reports to the Call Center Supervisor or Customer Service Manager.
• Works closely with Retail, E-Commerce, Livestock, and Purchasing teams.
  
  
  

Principal Duties

Customer Service & Pet-Focused Support

• Answer inbound calls and messages with a positive, solution-oriented attitude.
• Assist customers with product information, order placement, pet care questions, returns, and general inquiries.
• Provide guidance rooted in safe and responsible pet ownership.
• Document customer interactions accurately within all required systems.
• Maintain a calm, courteous demeanor—even during high call volumes or difficult interactions.
  
  
  

Data Entry & Accuracy

• Enter and update customer information, orders, credits, and service tickets with precision.
• Verify data for correctness and make adjustments as needed to ensure clean, reliable records.
• Process refunds, replacements, or order changes according to company procedures.
• Pull and compile information for internal departments when needed.
• Submit purchase orders.
• Confirm receipt of submitted purchase orders with vendors within one business day of submission.
• Track outstanding reorders and follow up with vendors on any orders open longer than two weeks to obtain updated estimated delivery dates via phone or email.
• Perform accurate and efficient data entry for new items selected by the Purchasing Manager, ensuring all item information is complete and correct in the system.
• Collaborate with the Marketing team to develop and refine product copy for inventory items.
• Sort and submit manufacturer and store made coupons to the appropriate party for reimbursement.
  
  
  

Operational & Team Support

• Collaborate with team members and other departments to resolve customer needs efficiently.
• Follow established call center procedures and contribute suggestions for improvement.
• Assist with training or supporting new associates once experienced.
• Demonstrate professionalism, consistency, and reliability in all tasks.
  
  
  

Skills & Qualifications

• Strong verbal, written, and customer-service communication skills.
• Knowledge or willingness to learn about pet products, species care, and industry trends.
• Strong typing, data entry accuracy, and attention to detail.
• Ability to navigate computer systems, order platforms, and CRM tools.
• Calm under pressure, adaptable, and solution-focused.
• Commitment to a positive experience for every customer and their pets.
  
  
  

Physical & Schedule Requirements

• Ability to remain seated for extended periods while using a computer, phone, and headset.
• Flexibility to work weekends.