Customer Service Specialist

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.

Some Perks of Joining the Redbarn Team

• Medical, Dental, and Vision Insurance
• 401(k) with a company match
• Flexible/Health Spending Accounts
• Voluntary Benefits
• Pet Insurance
• Life and Accidental Death & Dismemberment Insurance
• LTD Insurance
• Paid Vacation / Paid Sick / Paid Holidays
• Employee Pet Food Discounts

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.

Expectations

• Highly Motivated: You bring a positive attitude, strong work ethic, and dependable approach to your work each day.
• Tech-Savvy: You're comfortable working across multiple systems and are ready to learn new tools, technology, and processes.
• Friendly and Approachable: You enjoy connecting with people and looking for opportunities to make each customer interaction a positive one.
• Growth Mindset: You're curious, open to feedback, and always looking for ways to learn, improve, and make the customer experience better.
• Ready to Work: You show up on time, prepared, engaged, and ready to support customers, pets, and your teammates throughout your scheduled shift.
• Adaptable: You're comfortable with change and can adjust to new priorities, customer needs, systems, and processes while staying positive and solution focused.
• Team Player: Even while working remotely, you stay connected, communicate proactively, share knowledge, and support your teammates.
• Customer & Pet Obsessed: You keep the customer and their pet at the heart of your decisions, take ownership of their experience, and look for thoughtful ways to build trust and create positive memories.

Duties and Responsibilities

You'll support our customers and their pets by providing thoughtful, timely, and personalized service across every interaction.

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.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Requirements

To be successful in this role, an individual must be able to perform the essential duties and responsibilities of the position and meet the required job-related qualifications. The requirements below represent the knowledge, skills, and abilities needed to perform the role successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Competencies We Value

• Customer & Pet Obsession: You put customers and their pets at the center of every…