Customer Care Specialist

Customer Care Specialist Job Description

At Paw Pals, we’re obsessed with customer service. That’s why we’re hiring a care specialist to help us provide the best possible experience to every customer who interacts with us. The customer care specialist will bridge the gap between what our customers need and what we’re delivering — helping us to not only meet but also exceed their expectations. The ideal candidate is dedicated to going above and beyond for a customer, leaving no stone unturned in the quest to solve their challenges and make them feel valued.

Objectives of this role

• Drive a seamless customer experience that creates positive sentiment for our brand
• Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers
• Collaborate with our team to drive constant improvement
• Maintain accurate records of customer interactions and steps taken to resolve issues

Responsibilities

• Manage customer conversations across all our support channels (in-store, online, and via phone)
• Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support
• Proactively take steps to enhance the customer experience
• Share relevant customer feedback to help us improve our offerings
• Evaluate our customer support processes, devise improvements, measure results, and iterate
• Report on key customer service metrics and identify noteworthy trends
• Check pets in and out of the facility
• Appointment scheduling

Required skills and qualifications

• Strong written and verbal communication skills
• Friendly and empathetic demeanor
• Exceptional problem-solving ability, backed by good judgment
• Ability to respond to customer questions using social media
• Ability to collaborate across departments and teams

Preferred skills and qualifications

• Experience in a customer-facing role, preferably handling customer service, care, or success
• Proven track record of delighting customers and exceeding their expectations
• Proficiency with customer service software
• Excellent attention to detail
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $18.20 - $25.00 per hour

Expected hours: No more than 45 per week

Benefits:

• Flexible schedule
• On-the-job training
• Paid time off
• Professional development assistance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person

Work Location: In person

Salary : $18 - $25