[Hiring] Consumer Services Specialist @Compana Pet Brands

Role Description

This role’s primary responsibility will be to serve as a brand advocate and will respond to questions, complaints, and comments in a courteous, professional, and timely manner, helping to ensure consumer satisfaction. This role will also contribute to continuous improvement of process in support of cross-functional collaboration and information sharing.

As our Consumer Services Specialist, you’ll make an impact by:

• Receiving and responding to consumer contacts via inbound calls, email, live chats, social media, mail, and other platforms.
• Managing concerns and issues in a friendly, professional, and efficient manner while guiding and educating consumers to resolution.
• Educating consumers in product selection and proper use.
• Logging all consumer contacts and case correspondence into CRM software in an accurate and timely manner.
• Identifying and escalating priority issues to team lead.
• Contributing feedback and suggestions to process improvements or other opportunities for improving the consumer experience.

Qualifications

• Effectively communicate in English, in both verbal and written forms.
• High School diploma or equivalent, some college preferred.
• 0-1 years of customer service experience or consumer packaged goods background with a history of providing superior consumer/customer service.
• Ability to communicate clearly, professionally, and empathetically through email, chat, and other digital communication channels.
• Ability to navigate multiple systems simultaneously, including CRM, e-commerce, subscription, order management, and communication platforms.
• Experience working in subscription-based businesses or recurring billing models preferred.
• Experience in the pet industry or related industry preferred.

Benefits

• A growing team making a difference in the lives of pets and pet families.
• Great work/life balance with PTO, paid holidays and more!
• Medical, dental, vision and an employee assistance program to support your well-being.
• 401k with company match.
• Casual work environment with a focus on teamwork.
• Paid parental leave.
• Opportunity to enroll in voluntary pet insurance and access to free 24/7 veterinary tele help line.

Company Description

Compana Pet Brands is a global leader in pet care and nutrition dedicated to enriching the lives of pets and their families today and for generations to come.