Consumer Care Representative

Engage with pet parents through phone, chat, email, and social media
Proactively troubleshoot customer questions and concerns, offering creative solutions
Build relationships, anticipate needs, and improve the pet parent experience
Respond to inquiries on social media, community forums, and review sites
Share customer feedback with cross-functional counterparts to improve products, services, and brand experience
Suggest ways to streamline processes, enhance automation, and create better engagement tools
Report to the Consumer Care Lead

• A minimum of one year of previous customer service experience
• Entry level skills using Microsoft Office applications
• Ability to work in the Burlington, MA office 4 days a week, 8 hours a day between 8am and 5pm
• Must reside within or be willing to relocate to a commutable distance from the Burlington office
• Excellent written and verbal communication skills, with a warm and empathetic tone
• Excellent problem-solving skills
• A genuine passion for helping people and building connections
• Ability to work with minimal supervision in a dynamic, fast-paced environment
• A bachelor’s degree or equivalent professional experience preferred

Demonstrates strong customer service skills with a focus on problem-solving and relationship building. Proficient in communication and engagement across various platforms, enhancing the overall customer experience.

• Customer Service Experience
• Excellent Communication Skills
• Problem-Solving Skills
• Microsoft Office Proficiency
• Relationship Building

• Customer Service
• Microsoft Office

• Excellent Written Communication
• Excellent Verbal Communication
• Empathy
• Adaptability

• Customer Engagement
• Feedback Reporting
• Process Improvement
• Automation Enhancement