Creating a world where pets live longer, healthier lives, from their very first meal. Learn more about our brands. We’re Looking For A: Customer Care Representative Location: Remote What You’ll Be Doing: • Customer Service & Problem Resolution • Use multiple systems simultaneously to resolve customer inquiries efficiently • Research and reconcile problems by clarifying the customer’s concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily • Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction • Correct/update customer information accurately as needed to ensure current and reliable records • Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records • Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience Sales, Retention & Revenue Growth • Engage customers in reconsidering cancellation by highlighting benefits, reinforcing value, and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction • Identify upsell and cross-sell opportunities during service interactions by recognizing customer needs and recommending relevant products, services, or upgrades that add value • Convert inbound inquiries into revenue by confidently presenting offers, handling objections, and guiding customers toward a purchase decision • Meet or exceed individual and team sales targets, retention goals, and contact center performance metrics to drive revenue and uphold service quality • Efficiently fulfill customer order requests to enhance their experience, encourage repeat business, and identify opportunities for add-on sales Feedback & Process Improvement • Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction • Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.): • High School Diploma or GED • 1-2 years in a customer service role • 1 year customer service in a Contact Center setting (preferred) • Proficiency using windows-based applications, Google Suite, and Microsoft Office software (preferred) • Working knowledge of call center systems and/or workflows (preferred) Golden Perks & Benefits: • Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans. • Annual bonus • We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. • 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being. • Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more. • Reimbursements for a portion of personal cell phone and internet usage for eligible employees. • Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. • Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date. • Potential for quarterly KPI bonuses. The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding. Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, ([email protected]) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details. Click here to learn more about general internet safety and our hiring practices.