Note: The job is a remote job and is open to candidates in USA. SmartPak, a Chewy company, specializes in equine health products and customer-first services for horses and their caregivers. The Equine Customer Service Agent supports customers through phone, chat, and text by providing equestrian product recommendations, account assistance, sales support, and exceptional customer service in a fully remote call center role.
Responsibilities
- Engage with SmartPak customers over the phone, chat, and text – partnering with customers to provide thoughtful recommendations and support
- Promote brand loyalty while providing solutions to SmartPak customers for their equestrian needs
- Increase sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating deep product expertise and serving as a trusted resource for customers
- Cultivate relationships with our customers by providing exemplary customer service
- Drive brand-building initiatives through the execution of marketing programs and promotions
- Provide accurate account management and follow-up based on customer needs
- Responsible for schedule adherence and meeting productivity standards
Skills
- 5+ years of hands-on equine experience
- Passion for helping customers and supporting the health and well-being of their horses
- Sophisticated verbal and written communication skills
- Technologically savvy with working knowledge of Microsoft Office, including Word, Excel, and Outlook
- Aptitude to quickly learn and confidently navigate new computer systems
- Ability to approach challenges with creativity and a solutions-oriented mindset
- Proficient time management and organizational skills
- Comfortable making decisions in ambiguous situations, communicating clearly, and building positive working relationships
- Exhibits sales aptitude and willingness to improve upon these skills
- Comfortable working independently, as well as in a group
- Ability to stay motivated in a remote environment
- Remote position requires access to high-speed Cable or Fiber Optic internet with a modem or wireless box. Connection must be hard-lined into modem or wireless box; SmartPak will provide a standard 4-foot CAT-6 line. Candidates with Satellite and DSL internet will not be considered as these connections are NOT compatible with SmartPak's internet phone system. Use of WiFi is not permitted. Applicants must have service through a major Internet Service Provider
- Must own a mobile device that has the capability to download and access the Okta Verify application, which is a free app
- Applicant or a member of their household must have access to communicate with Internet Service Provider and be permitted to request service or receive technical support as needed
- Equine focused degrees preferred
- Customer service experience preferred
- Telephone and/or retail background are a plus
Benefits
- 20% Chewy.com Discount
- Medical, Dental, Vision, FSA and HSA (eligibility on the 1st of the month following date of hire)
- Life and Disability Insurance
- 401(k) with company matching
- Wellness benefits through Wellbeing @Chewy
- Employee Assistance Program (EAP)
- Paid Time Off: Team members are eligible to accrue up to 160 hours of PTO their first year
- Subsidized child, adult, and pet backup care through Care.com
- Discounts on many items through the LifeMart Discount platform
- The option to sign up for Payactiv’s Earned Wage Access program and access a portion of the money you’ve already earned, before your regular payday!
- Referral Bonuses - $500 per referral
- Parental leave
- Family services benefits
- Backup dependent care
- Flexible spending accounts
- Telemedicine
- Pet adoption reimbursement
- 10% off pet insurance
- 20% off at Chewy.com
- Non-exempt hourly team members accrue paid time off (PTO) subject to manager approval
- Team members will receive six paid holidays per year
- Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations
Company Overview
Company H1B Sponsorship