[Hiring] Customer Care Representative @Golden Pet Brands

Role Description

We’re Looking For A: Customer Care Representative

Location: Remote

What You’ll Be Doing:

• Customer Service & Problem Resolution
  • Use multiple systems simultaneously to resolve customer inquiries efficiently.
  • Research and reconcile problems by clarifying the customer’s concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily.
  • Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction.
  • Correct/update customer information accurately as needed to ensure current and reliable records.
  • Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records.
  • Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience.
• Sales, Retention & Revenue Growth
  • Engage customers in reconsidering cancellation by highlighting benefits, reinforcing value, and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction.
  • Identify upsell and cross-sell opportunities during service interactions by recognizing customer needs and recommending relevant products, services, or upgrades that add value.
  • Convert inbound inquiries into revenue by confidently presenting offers, handling objections, and guiding customers toward a purchase decision.
  • Meet or exceed individual and team sales targets, retention goals, and contact center performance metrics to drive revenue and uphold service quality.
  • Efficiently fulfill customer order requests to enhance their experience, encourage repeat business, and identify opportunities for add-on sales.
• Feedback & Process Improvement
  • Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction.
  • Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction.

Qualifications

• High School Diploma or GED
• 1-2 years in a customer service role
• 1 year customer service in a Contact Center setting (preferred)
• Proficiency using windows-based applications, Google Suite, and Microsoft Office software (preferred)
• Working knowledge of call center systems and/or workflows (preferred)

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.