Customer Care Representative

Role overview A remote customer care representative position focused on resolving consumer inquiries for a pet-focused brand portfolio. The role centers on phone, chat, and ticket-based support, helping customers with orders, account questions, and product concerns while contributing to retention and continuous improvement efforts.

Responsibilities - Handle inbound customer inquiries across multiple systems, identifying root causes and explaining clear solutions - De-escalate complaints and offer alternatives that resolve issues to the customer's satisfaction - Apply save offers and promotions when appropriate to retain customers considering cancellation - Update account records, document interactions, and fulfill order requests accurately - Provide timely shipping and order status updates to keep customers informed - Meet standard contact center performance metrics and share product or trend feedback with management - Follow established communication procedures and brand guidelines in every interaction

Requirements - High school diploma or GED - One to two years of experience in a customer service role - At least one year of contact center experience preferred - Comfort with Windows-based applications, Google Suite, and Microsoft Office - Working knowledge of call center systems and workflows

Nice to have - Familiarity with subscription or DTC e-commerce support models - Experience with save-the-sale or retention conversations - Comfort multitasking between CRM, order management, and knowledge base tools

Benefits and work setup - Fully remote position - Employer-paid premiums on employee-only medical, dental, and vision coverage - Annual bonus eligibility plus potential quarterly KPI bonuses - 401(k) match up to 3.5% and an employee stock ownership plan - Six paid sick and mental health days, employee assistance program, free weekly yoga and meditation, and additional mental health resources - Partial reimbursement for personal cell phone and internet usage - Mentorship, continuous learning programs, performance-based pay increases, and structured professional development - Charitable giving program with company-matched donations