Customer Experience Associate

Summary

Join The Farmer's Dog, a company revolutionizing pet food, as a Customer Experience representative! You'll provide exceptional customer service via phone, email, and text, resolving inquiries about billing, delivery, and account information. This full-time, on-site position in our Florida office (initially remote) requires strong communication and problem-solving skills. You'll work independently but collaborate with colleagues. We offer competitive compensation, benefits including comprehensive healthcare, 401k matching, and paid parental leave, plus a pup-friendly office and a monthly stipend for internet and commuting. We value a positive, collaborative work environment and are committed to diversity and inclusion.

Requirements

• Provide service with a human touch to each and every customer you help
• Be exceptionally comfortable speaking on the phone with customers
• Be resilient and have developed skills that allow you to overcome the daily challenges of a CX role
• Be flexible and comfortable balancing multiple priorities when needed
• Be proud of your ability to de-escalate unhappy customers and turn them into advocates
• Possess outstanding interpersonal and organizational skills
• Thrive on going above and beyond for people and treating each customer conversation as unique
• Operate with ownership, be a self-starter, and have a strong attention to detail
• Maintain a positive demeanor as you learn, grow, and develop in a new environment
• Be able to commute to and work from our Florida office on-site

Responsibilities

• Deliver exceptional customer service through inbound phone contacts, email, text and chat
• Resolve customer issues with a high degree of empathy while building value in our products
• Respond to customers in a timely manner with thorough and accurate information
• Document customer interactions in our contact management system and CRM so that we understand how to improve the customer experience
• Work independently with customers but also be able to share information about these conversations with your colleagues, e.g. People Leads/Managers and Cross-Functional Leads
• Comply with all company and department policies and procedures

Preferred Qualifications

Be uniquely YOU! We've found that dog lovers with a variety of backgrounds and interests can excel. Whether you’re starting your career or looking for a career change, we encourage you to apply!

Benefits

• Pup-friendly office in Boca Raton/North Broward area
• Market-competitive hourly compensation and equity packages
• $75 monthly stipend to assist with home internet costs and commuting expenses
• Comprehensive Healthcare, Dental, and Vision
• Competitive 401k plan with company match
• 12 week paid parental leave
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug