Customer Service Specialist

2 days ago

Grapevine, United States CUDDLY Full time

Please Note:

  • Only local Dallas/Fort Worth area applicants will be considered.
  • This is a full-time in-office position, not remote or hybrid.
  • Experience working in a customer service/support role is required. (Call Center, Email/Phone/Live Chat, SAAS Support)
  • Experience that is NOT applicable: Administrative roles, HR roles, retail store customer service, food service, billing or other finance work, lab or medical work, marketing roles.

Who Are We:

CUDDLY is a rapidly growing, crowdfunding platform built specifically for animal welfare non-profit organizations. We support our animal welfare partners by helping improve their fundraising so they can save more animals.

CUDDLY is passionate about making a positive impact on the lives of animals in need. As a Customer Service Specialist within our organization, you will play a vital role in connecting with our partners & donors to ensure their experience with us is exceptional. With your empathetic nature, outstanding communication skills, and genuine love for animals, you will be the face and voice of CUDDLY. Join our team and be a part of a compassionate community dedicated to making a difference for animals worldwide

The Role:

We are seeking a Customer Service Specialist who can adapt quickly, is eager to learn, and is ready to dive in and make a difference in the lives of animals in need. This position will be responsible for providing top-tier customer service to our donors and animal welfare organization partners.

Key responsibilities:

  • Interact with customers through various communication channels (phone, email, chat, social media) to provide prompt and effective assistance.
  • Address inquiries, concerns, and complaints in a courteous and professional manner, striving to exceed their expectations.
  • Assist customers with placing orders, processing returns, and tracking shipments. Collaborate with other departments, such as Sales and Operations, to ensure timely order fulfillment and delivery.
  • Collaborate effectively with cross-functional teams, such as Sales, Marketing, and Operations, to resolve customer issues and contribute to the overall improvement of the customer experience.
  • Have a strong understanding of grammar, punctuation, and style, with an excellent command of the English language, spoken and written.
  • Complete admin, clerical, or other tasks as assigned with efficiency and accuracy.

Required skills:

  • Excellent spelling, grammar, and proofreading skills, ability to write in a compelling and objective manner.
  • Strong problem-solving and conflict-resolution abilities, with a focus on delivering solutions that meet customer needs.
  • High emotional intelligence and resilience.
  • Proficiency in using customer support software, CRM systems, and computer applications such as Microsoft Office, Google Docs, and Zoom.
  • Consistent punctuality, reliability, friendliness, and professionalism even while under pressure.
  • Ability to prioritize and multi-task effectively in a fast-paced environment.
  • Proven self-starter with the ability to juggle priorities and manage expectations with minimal guidance.
  • Strong attention to detail, problem-solving, prioritization, and organizational skills.
  • Ability to work well independently and as part of a team.
  • A willingness to work collaboratively and uphold team & company values.

Your Qualifications:

  • Minimum 1 year experience in a customer service-related role, preferably in an office-based environment.
  • Excellent organizational and time management skills, with the ability to handle multiple tasks simultaneously.
  • Adaptability and resilience to handle challenging and demanding customer interactions.
  • Flexibility to work various shifts, including weekends and holidays, as required by business needs.
  • A love and passion for all animals (animal experience or non-profit work is BIG plus).

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