Senior Customer Service Representative

The Senior Customer Service Agent will support our customer experience team by resolving complex and sensitive issues escalated from frontline agents while ensuring a positive customer experience. This role also monitors and responds to reviews on social media and platforms such as Trustpilot, reviews orders for potential fraud, and provides high touch support for VIP or high value customers. The ideal candidate has strong judgment and communicates effectively both verbally and in writing while representing the Allivet brand with professionalism and empathy.

• Resolve complex or sensitive customer issues escalated by the customer service team, ensuring prompt and satisfactory resolution.
• Provide dedicated support for high value and VIP customers, deliveringexceptionaland personalized service experience.
• Monitor and respond to customer reviews on platforms such as Trustpilot, Google Reviews, and social media channels,maintaininga professional and brand appropriate tone.
• Review and investigate orders flagged for potential fraud, working with internal teams to mitigate risk whilemaintainingcustomer satisfaction.
• Collaborate with supervisors and internal teams toidentifyrecurring customer issues and recommend process improvements.
• Document case details clearly within customer service systems tomaintainaccuraterecords and ensure continuity.
• Maintain a deep understanding of Allivetproducts, policies, and ecommerce processes toprovideaccurateguidance to customers.
• Assistin mentoring or supporting frontline agents when needed by sharing best practices for handling challenging customer interactions.

• Minimum 2 years of customer service experience, preferably in a call center or high-volume support environment.
• Demonstrated ability to handle escalated, complex, or sensitive customer issues.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally across multiple channels.
• Strong problem solving and decision-making skills with attention to detail.
• Ability to remain calm, empathetic, and solution focusedinhigh pressure customer situations.
• Comfortable working with online review platforms and social media responses.
• Experience with order review, fraud prevention, or risk assessment is a plus
• Pet retail, veterinary, or ecommerce experience preferred.

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Our Mission and Values are more than just words on the wall - they’re the one constant in an ever-changing environment and the bedrock on which we build our culture. They're the core of who we are and the foundation of every decision we make. It’s not just what we do that sets us apart, but how we do it.

We believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits and total rewards offerings. Forfull-time and eligible part-time TSC and Petsense Team Members. We care about what you care about!