Customer Service Agent; Part-Time In-Person

Position: Customer Service Agent (Part-Time) In-Person

Location: Owosso, MI

Job : 26-13

# of Openings: 1

Customer Service Agent (Part-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 and solution-focused individual for the Part-Time Customer Service Agent position in our Customer Service Department. As a Customer Service team member, you directly impact the customer experience by resolving issues promptly, communicating clearly, and ensuring every interaction reflects our core values.

Your primary responsibilities will include handling inbound and outbound calls, responding to emails and online chats, resolving customer concerns, maintaining detailed documentation, and upselling when appropriate. You’ll play a critical role in supporting customers during and after their orders while relaying feedback that helps improve our products and services.

If you are passionate about helping people, staying calm under pressure, and representing a fast-growing company in the herpetoculture industry, this could be the perfect opportunity for you.

• Pay Rate: $16.00/hour
• Reporting Manager:
  Arianna
• Department:
  Customer Service
• Location:
  
  Owosso

• Monday–Friday, 9:00 AM – 4:00 PM

• Monday, Tuesday, and Friday - 9:00 AM – 6:00 PM

Travel for trade shows is voluntary and occurs quarterly.

• 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 Roth options available
• 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

• This role focuses on delivering exceptional customer service across phone, email, and chat platforms. The ideal candidate will consistently maintain a 95%+ CSAT score, demonstrate professionalism even with upset customers, and contribute to a positive, team-centered environment. This position requires strong communication skills, attention to detail, and a willingness to learn and grow continuously.

• Resolving customer issues promptly and effectively
• Supporting customers during and after orders
• Answering phone calls and emails quickly while relaying product/service improvement feedback

• Handling inbound and outbound phone calls
• Responding to emails and live chats
• Assisting with orders, cancellations, complaints, and service inquiries
• Processing refunds, exchanges, and adjustments
• Documenting customer interactions accurately
• Escalating issues appropriately when needed
• Maintaining a 95%+ CSAT score
• Sharing one positive and one challenging ticket weekly with the manager for review
• Participating in meetings (approximately 5% of time)
• Traveling quarterly (voluntary) for trade shows

• Excellent written and verbal communication skills
• Ability to stay calm and solution-focused with upset customers
• Willingness to learn at ALL times
• Strong alignment with our 3 Core Values:
  • Integrity
  • One Team
  • Constantly Growing
• Ability to sit for long periods and work across multiple screens
• Strong documentation and organizational skills

• Call center experience
• E-commerce customer service experience
• Experience using systems such as Asana, Intercom, Amazon Seller Central, Walmart Marketplace, Pay Pal, Braintree, or Paycor
• Office setting
• Temperature may fluctuate
• Sitting for long periods
• Working across multiple computer screens for most of the shift

• Taking calls, emails, and chats while maintaining clear interdepartmental communication – 95%
• Meet…