Customer Service Representative; In-Person

Customer Service Representative (Full-Time)

Josh’s Frogs is a constantly growing online pet store and industry leader that prides itself on selling only happy, healthy, captive-bred amphibians, reptiles, and pet bugs. We run on EOS. We value integrity and practice open books where we share our financials with all employees. We believe in working as one team. We expect our employees to be constantly growing and we value promoting from within.

We are currently seeking a positive, solution-oriented individual for the full-time Customer Service Representative position in our Customer Service Department. As a Customer Service team member, you will directly impact customer loyalty and brand reputation by ensuring every customer interaction reflects the Josh’s Frogs standard of care and excellence. Your primary responsibilities will include handling inbound and outbound calls, responding to emails and online chats, resolving customer concerns, and identifying opportunities to improve our products and services.

If you are passionate about helping people, staying calm under pressure, and creating positive outcomes—even in challenging situations—this role is for you. At Josh’s Frogs, our Customer Service team is the voice of the company, and we take pride in delivering world-class support to hobbyists and professionals alike.

• Full-Time – 40 hours per week (flexible scheduling)
• Sunday: 8:00am–4:00pm or 8:00am–5:00pm (WFH; working through lunch or 1-hour lunch depending on shift)
• Monday - Thursday: 9:00am–6:00pm
• Training
  
  Schedule:
  
  Monday–Friday 9:00am–6:00pm
• Regular
  
  Schedule:
  
  Sunday–Thursday (Sunday WFH; Monday–Thursday onsite 9:00am–6:00pm)
• Travel Required:
  
  Voluntary quarterly travel to trade shows

Starting Wage: $16.00/hour

• Health, dental, and vision insurance (Josh’s Frogs contributes 80% for single and family coverage through Blue Cross Blue Shield)
• Paid time off (Holiday, Sick, and Vacation, with Sick pay and 24 Holiday hours added upon hire)
• Short-term and long-term disability
• $50,000 life insurance
• Fully vested 401(k) (100% company matching up to 3%, then 50% match up to 6%), with additional options for Roth
• Free membership to Calm Premium (including up to 5 dependents)
• Generous employee discount on the Josh’s Frogs website
• Free breakfast, snacks, and coffee provided at work
• Travel opportunities for expos/shows

The Customer Service Representative will handle inbound and outbound calls, respond promptly to emails and online chats, and provide solution-focused support to customers before, during, and after their orders. This role requires consistently maintaining a 95%+ CSat score while staying calm and professional—even with upset customers. The representative will document interactions thoroughly, identify trends or product feedback, and escalade issues when appropriate.

Quarterly trade show travel opportunities are available to represent the company.

• Resolving customer issues promptly and supporting customers during and after orders
• Relaying customer feedback to improve products and services
• Answering phone calls, emails, and chats promptly and professionally

• Handling customer communications via phone (inbound/outbound), email, and chat
• Assisting with orders, cancellations, complaints, and service inquiries
• Delivering excellent customer service and maintaining a 95%+ CSat score
• Recording and tracking customer interactions accurately
• Processing refunds, exchanges, and adjustments or escalating concerns as needed
• Sharing weekly ticket reviews (one positive, one improvement opportunity) with manager
• Participating in meetings (approximately 5% of time)
• Assisting with additional duties as assigned

• A readiness and willingness to learn at all times
• A commitment to living our 3 Core Values:
  Integrity, One Team, and Constantly Growing
• Excellent written and verbal communication skills
• A positive “Josh’s Frogs” attitude
• Ability to remain calm and solution-focused in challenging situations

• Call center experience
• Herpetology experience

• Customer…