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Customer Experience Associate
1 month ago
As a member of our growing team, you'll take part in a company culture that cares deeply about its work and its team members.
Come join the Ollie Canine Care team
Ollie is driven to make pets' lives healthier by making freshly-cooked, human-grade food for dogs that's delivered right to our customers' doorsteps. And our customers want the very best for their dogs. Together, we're hoping to embark (no pun intended) on some very long healthy journeys for our dogs powered by good fresh food. That's where you come in...
We're looking for new members to join our Canine Care team, a small-knit pack that serves Ollie's best pups and their parents to our high-quality standards. We make sure that, from box to bowl, all our dogs (and our customers) are having the best experience possible.
This role will report to the Customer Experience Shift Manager. While this position is currently fully remote, we plan to co-locate this team in Nashville, TN and Salt Lake City, UT when the time is appropriate. We are only seeking candidates in or local to those two locations.
What You'll Do:
- Represent the Ollie brand voice to our current and prospective customers
- Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
- Manage customer relationships across multiple channels, including emails, phones, our order management system, and more
- Accurately track and monitor customer feedback and interactions
- Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience.
- Develop and lead projects and initiatives that improve the Ollie experience in Canine Care and beyond
Who You Are:
- Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
- Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents' many questions.
- Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules.
- Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
- Fun. You don't mind occasional sloppy dog kisses and love sharing memes.
Bonus Points If:
- You have a bachelor's Degree from an accredited four-year college or university.
- You have experience in customer-centric roles (retail, food service, etc.)
- You have experience with pets or health-foods preferred
- You have experience with Gladly or a similar platform a plus
- You are interested in working in a pet-friendly, fast-moving environment
What You'll Get:
- Competitive hourly salary and a stake in the company
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Ollie subscription for one dog
- Inspiring pack members
What We Value:
Keeping Dogs At The Heart
Our profound love for dogs unites us and drives and inspires every aspect of our business. We
wholeheartedly believe dogs make us better in life and at work.
Being Courageous And Kind
We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at
the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and
different ideas and ways of working together.
Setting New Standards
We believe in continually raising the bar, never settling for less than our best as a team and individuals. We
keep improving from the quality of our products to our customer experience to how we work.
Making Ollie The Best Chapter
We are building an impactful business while making memorable experiences with one another. We celebrate
our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a
milestone in our careers.
If you'd like to stand out, tell us in your cover letter why you're interested in joining Ollie and how your skills match the responsibilities detailed in this posting.
Ollie embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.
