Customer Service Specialist - OK

Customer Service Specialist

Redbarn Pet Products is a 30-year veteran in the Pet industry and holds out as one of the few founder owned and operated brands, dedicated to delivering high-quality, innovative Dog food, chews, and treats. With a focus on integrity, quality, and innovation, our mission is to make pets happy by offering products that seamlessly transition from chew time to treat time to mealtime.

Our brands are poised for a revolution as our business has grown considerably with our entry into the food category 5 years ago.

As a Customer Service Specialist, you'll be the first point of contact for new and returning customers and an important voice of Redbarn. Every conversation is an opportunity to listen, help, build trust, and create a positive experience for a pet parent and the pet they love.

We're looking for someone who genuinely enjoys helping people and pets, takes ownership of finding solutions, and understands that great customer service goes beyond simply answering a question. Our Customer Service Specialists are problem-solvers, relationship-builders, pet advocates, and champions for our customers.

Duties and

Responsibilities include:

• Supporting customers across phone, email, chat, SMS/Text, reviews, social media, and third-party platforms.
• Assisting with orders, products, subscriptions, accounts, shipping, returns, and other customer needs.
• Taking ownership of customer questions and concerns from first contact through resolution with empathy, care, and follow-through.
• Building meaningful customer connections through personalized, solution-focused interactions.
• Engaging customers on social media through comments, messages, questions, and concerns.
• Tracking customer concerns, returns, feedback, trends, and key metrics accurately.
• Escalating concerns when needed and sharing relevant customer insights with leadership.
• Collaborating with the team to solve problems and continuously improve customer and pet experience.

Competencies We Value:

• Customer & Pet Obsession:
  You put customers and their pets at the center of every interaction, creating thoughtful experiences that build trust, loyalty, and positive memories.
• Attention to Detail:
  You understand that the little things matter and ensure customer information, communication, and follow-through are accurate and complete.
• Problem Solving:
  You take ownership of challenges, use available resources, and find thoughtful, practical solutions that support the customer and their pet.
• Customer Service:
  You listen with empathy, respond with care, and take ownership from first contact through resolution, even in difficult or emotional situations.
• Teamwork & Communication:
  You are an engaged member of the Customer Service Team and Redbarn family, communicating openly, respectfully, and proactively while supporting teammates, sharing information, and working together toward the best outcome for our customers and their pets.
• Judgment:
  You use sound judgment and available resources to make customer-focused decisions and recognize when additional support or escalation is needed.
• Planning and Organizing:
  You manage your time and priorities effectively while balancing multiple customers, channels, and responsibilities.
• Quality:
  You consistently deliver accurate, thorough, and timely work while meeting customer service and performance expectations.
• Safety and Security:
  You follow established safety, security, confidentiality, and data protection practices and promptly report concerns when needed.

Technical Requirements:

• Work area large enough to accommodate Laptop, computer monitor, and be free from distractions, including any background noise that impacts the customer experience.
• Work area acceptable for webcam use.
• A reliable internet connection. The download speed should be at least 30 Mbps, and the upload speed should be at least 10 Mbps. You can test your internet speed at  or contact your service provider to confirm.
• You provide high-speed internet. We will provide everything else (computer, monitor, keyboard, mouse, headset).
• A phone line is not required. A cell phone that can be used for two-factor authentication is required. Options for two-factor authentication include:
• A smartphone or tablet on which the Duo mobile app can be downloaded.
• A cell phone that can receive SMS messages and phone calls.

Education and Experience:

High school diploma or equivalent required. Previous customer service or other customer-facing experience is preferred.

Language

Skills:

Ability to communicate clearly, professionally, and effectively in both written and verbal interactions with customers, teammates, leadership, and across the company.

Math

Skills:

Ability to perform basic mathematical calculations accurately as needed to support customer orders, refunds, discounts, quantities, and other day-to-day customer service needs.

Reasoning Ability:
Ability to use sound judgment, available information, and established resources to identify and resolve customer needs, make appropriate decisions, and recognize…