Customer Success Specialist

About the position

Do you love pets-whether dogs, cats, or even horses? Would you enjoy educating pet parents on the best care and wellness for their furry companions? Do you find satisfaction in helping others and bringing them joy everyday? Join our PetMeds/PetCareRX ("PETS") team as a Customer Success Specialist and be a driving force in our digital retail success. We're seeking bright and enthusiastic individuals to join our team as a Customer Success Specialist. In this role, you will serve as a trusted pet health and wellness expert and you'll build meaningful relationships with pet parents, guiding them through the joys and challenges of caring for a pet. You'll primarily assist with the purchase of medications, supplements, food, and supplies, while also promoting services and troubleshooting issues, from order status to delivery experience.

Responsibilities

• Engage with pet parents through voice, email, and chat channels to provide personalized assistance in ordering prescription medications, food and supplements/vitamins ensuring a tailored experience that exceeds the customer's expectations
• Drive sales by recommending products, clearly communicating their benefits, and asking thoughtful questions to gain a deeper understanding of the customer's needs
• Highlight services and their benefits, including Autoship (subscription program) and Vetster (telehealth), to foster long-term customer loyalty and engagement
• Build lasting customer relationships (i.e. clienteling) and loyalty by maintaining consistent, personalized communication with new and existing customers regarding recent purchases, upcoming sales events and new products and services.
• Stay informed about new products and services, becoming a guru on pet care and wellness items like food, medications, supplements and supplies (from shampoos to sprays), and confidently share this knowledge with pet parents to inspire a lifetime of purchases
• Foster a growth mindset by welcoming feedback and continuously seeking opportunities to enhance sales techniques and customer service skills, ensuring ongoing personal and professional development
• Conduct thorough research and apply problem-solving techniques to effectively address and resolve any concerns or issues from pet parents
• Approach every interaction with professionalism, empathy, and active listening, demonstrating patience and a genuine commitment to providing exceptional care and support

Requirements

• Experience in a high-volume sales or service/support role
• Associate and/or bachelor's degree
• Proficient in Microsoft Office (Word, Excel and PowerPoint) and Google Workspace (docs, sheets and slides)
• Prior e-commerce or retail experience
• Prior experience with CRM platforms like Salesforce or Oracle
• Strong written and verbal communication skills

Nice-to-haves

• Fluent in Spanish

Benefits

• Competitive hourly pay
• Bring your pet to work
• Comprehensive health, dental, vision and pet insurance (and more)
• Hybrid work options
• Generous pet-related benefits and discounts
• Professional development opportunities and career growth
• Performance-based incentive awards
• 401k with company match
• Paid parental leave, surrogacy, and adoption benefits
• Generous paid time off
• Education Reimbursement Program
• Working alongside a diverse group of collaborative and innovative team members
• Opportunity for growth and development across several areas of the organization