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Customer Experience Associate

2 months ago

Denver, United States Paw Prosper Full time

At Paw Prosper, we're dedicated to helping pets stay healthy, recover quickly, and age gracefully. Our mission is to provide pet parents and industry experts with truly effective solutions for injury and aging challenges. We're seeking a passionate and tenacious Customer Experience Associate to be the voice of our company, directly assisting our valued retail customers and veterinary and professional partners through phone calls, emails, chat, and text across a wide variety of product lines.


In this role, you'll be on the front lines, interacting with customers daily. You'll become an expert in our line of life-changing pet wellness, rehabilitation, and recovery products, guide customers through making the right selection for their furry family members, tackle obstacles to ensure a positive experience, manage and maintain a ticketing pipeline across multiple brands, and contribute to elevating our customer support standards.


If you're ready to change pet lives and help elevate the customer experience for the family of brands under Paw Prosper, we want to meet you


RESPONSIBILITIES & IMPACT

This role is responsible for but not limited to:

  • Providing exceptional customer support through phone, email, chat, and SMS channels
  • Educating customers and wholesale partners on the products' features and how each feature benefits a specific condition or need. This is a critical element of the role, and we will set you up for success with training.
  • Partnering with internal departments to promptly solve customer and wholesale partner challenges and provide internal feedback to improve the overall customer experience
  • Partnering with the Head of Customer Experience and team in creating and maintaining team resources and staying up-to-date on changes made to tools and resources
  • Supporting our sales and ops process with administrative tasks such as inputting and maintaining customer data and orders in Shopify and providing logistics updates on orders


QUALIFICATIONS

Education + Experience

  • 2+ years of experience in an end-to-end customer service role in e-commerce or similar roles is ideal but not required
  • Prior experience with addressing a high and steady volume of customer interactions from multiple channels and brands
  • Experience using customer communication and/or management platforms, such as Gorgias, Zendesk, or similar tools is preferred to be successful in this role


Skills + Abilities

  • Passionate about our mission to provide pets with the lifelong mental, physical, and emotional support they need to stay healthy, recover quickly, and age gracefully
  • Strong communicator and passionate about building a wonderful customer experience under our brands with customers and wholesale partners alike
  • Highly empathetic, proactive, self-motivated, and curious by nature
  • Comfortable with ambiguity and resilient and adaptable to changes as we grow
  • Operates with an open-mindedness and demonstrates a willingness to continuously learn and adapt to changes
  • Ability to multi-task with minimal errors
  • Tech savvy and able to quickly adapt to new software and workflows (Slack, GSuite, Dialpad, Gorgias, and any other customer communication/ticketing software)


Other Requirements

  • This full-time in-person role is based in Aurora, CO, during our office hours from 9 AM to 5 PM M-F.


BENEFITS

  • Multiple benefit options partially paid by the employer
  • 401k (employer match 3%)
  • Wonderful team of passionate professionals and enthusiastic pet lovers
  • Dog-friendly office