Customer Experience Associate, Florida
1 month ago
The Farmer's Dog is a pioneering pet food company dedicated to revolutionizing the way we care for our canine companions. Our mission is to provide dogs and their humans with honest, smart, and simple care, starting with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers' doors.
Our GoalWe aim to create innovative, delightful, and personalized experiences across all aspects of pet care, leveraging our direct-to-consumer business model, holistic approach to growth, and dynamic culture to shepherd the pet food industry into the future.
Job DescriptionWe're seeking a Customer Experience Associate to join our team in Florida. As a key member of our Customer Experience Department, you will be the eyes and ears of our customer service organization, delivering exceptional service to our customers via phone, email, and text.
Your primary responsibilities will include:
- Responding to customer inquiries regarding billing, delivery status, account information, and subscription details.
- Providing timely and accurate information to customers, resolving issues with empathy and building value in our products.
- Documenting customer interactions in our contact management system and CRM to improve the customer experience.
- Collaborating with colleagues to share information and best practices.
We're looking for a candidate who is:
- Comfortable speaking with customers on the phone and via email.
- Resilient and able to overcome daily challenges in a CX role.
- Flexible and able to balance multiple priorities.
- Proud of their ability to de-escalate unhappy customers and turn them into advocates.
- Exceptional in their interpersonal and organizational skills.
We offer a competitive hourly compensation package, equity, and benefits, including comprehensive healthcare, dental, and vision, a 401k plan with company match, and 12 weeks of paid parental leave. Our office is pup-friendly, and we offer a discounted fresh food program for your furry friend.
We're committed to hiring and supporting a diverse workforce and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team.
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