Note: The job is a remote job and is open to candidates in USA. Randstad USA is recruiting for a Customer Care Specialist to serve as a primary point of contact for pet owners. The role provides empathetic support across phone, email, and chat, manages and resolves customer cases, escalates complex queries, documents interactions, and contributes to team training and process improvement.
Responsibilities
- Multi-Channel Support & De-escalation: Answer incoming calls and handle pet owner interactions across phone, email, and chat with patience, empathy, and professionalism
- Conflict Resolution & Case Management: De-escalate challenging customer situations, navigate ambiguity, and maintain end-to-end case ownership to achieve first-contact resolution
- Problem Identification & Escalation: Utilize active listening to identify operational roadblocks and route complex technical or medical support queries to the appropriate internal teams
- Performance Excellence: Consistently meet and exceed individual and team Key Performance Indicators (KPIs) while thoroughly documenting all customer account activities
- Continuous Learning & Process Improvement: Attend all required training programs, retain complex domain knowledge, demonstrate curiosity for personal development, and provide feedback to enhance team processes
- Team Collaboration: Contribute to onboarding and training initiatives for new customer care representatives as needed
Skills
- Ability to draft clear, grammatically correct, and informative written and verbal responses tailored to external customers and internal teams
- Confident navigating Windows OS, Microsoft Outlook, internet browsers, multi-tab environments, and instant messaging platforms
- Proven track record as a self-starter who drives results, collaborates effectively as a team player, and handles evolving priorities without resistance to change
- Bachelor's degree in Business, Communications, Science, or a related field
- Experience in the veterinary, biological sciences, or animal nutrition fields
- Prior experience in SaaS, software support, or website customer service environments
- Direct background in high-volume customer care or technical support roles
Benefits
- Remote
- Medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility)
Company Overview
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