Customer Experience Specialist (Pets) $19 Remote - Veterans/MilSpouses
VetJobs · United States
- Hybrid
- Part-time
- $39,520 / year
- United States
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Job highlights
- Deliver top-tier support to cat parents.
- Troubleshoot orders, subscriptions, and product questions.
- Act as a Brand Ambassador for a premium brand.
- Meet aggressive KPI targets for customer satisfaction.
- Requires a reliable home office environment.
About the role
About the Role
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
This Role Is Not Open To Candidates In:
- California
- Denver, Colorado
- Illinois
- Iowa
- Montana
- North Dakota
- Rhode Island
- Seattle, Washington
- Washington D.C.
- Europe
Employer is seeking empathetic, enthusiastic Customer Experience Specialists to serve as Brand Ambassadors for a premium cat food brand. In this role, you won't just solve problems; you will deliver warmth and top-tier support to cat parents, turning every inbound phone call into a positive experience that deepens their love for the brand. We have Full-Time, Part-Time, and Remote On-Call positions available.
Day in the Life
- Inbound calls from customers
- Troubleshooting orders, subscriptions, and product questions using the knowledge base care toolkit.
- Personalizes answers and recommendations to each customer's cat’s needs.
- Captures feedback and recurring themes, flags trends to the team, and documents every interaction
- Deliver above-and-beyond inbound phone support
- Meet aggressive KPI targets, including 93%+ CSAT and world-class SLA, quality, productivity, and schedule-adherence metrics.
- Capture and share recurring customer feedback and trends with the broader team
- Act as a Brand Ambassador, deepening loyalty and representing us in every interaction
Additional Qualifications/Responsibilities
Must-Haves
- Warm, conversational communication
- Genuine enthusiasm for cats and the brand's mission.
- Strong technical aptitude and the ability to master new tools quickly.
- Analytical, organized, and a proactive problem solver.
- Empathy, patience, and adaptability in a fast-paced environment.
- Preference for 2+ years in a challenging, high-standard customer care / CX environment.
- Superior written, verbal, and listening skills
- Strong technical and analytical problem-solving skills
- Reliable home office environment with stable internet
- High school degree or equivalent
Nice To Have
- Previous remote / work-from-home experience.
- Background supporting a consumer or subscription brand.
- Cat parent or genuine animal lover.
Position Details
- Pay Rate: $19 / hour
- Training Schedule: 9am - 5pm EST | Monday - Friday (30 min lunch)
- 3 weeks of training (2 weeks of onboarding training, 1 week of phone training)
Compliance & Eligibility
- Background & Screenings: Successful candidates must complete and pass a background check prior to their start date.
- Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Work Environment
Because this is a remote work role, you must have a private, dedicated workspace that enables you to work independently and without interruptions.
Location
Due to specific position requirements, we cannot hire from the following locations for this opportunity:
- California
- Denver, Colorado
- Illinois
- Iowa
- Montana
- North Dakota
- Rhode Island
- Seattle, Washington
- Washington D.C.
- Europe
Key skills/competency
- Customer Experience Specialist
- Brand Ambassador
- Customer Support
- Problem Solving
- Communication Skills
- Empathy
- Adaptability
- KPI Achievement
- Customer Relationship Management
- Cat Food Brand Support
Skills & topics
- Customer Experience Specialist
- Customer Support
- Brand Ambassador
- Remote Work
- Veterans
- Military Spouses
- Cat Food
- Customer Service
- Problem Solving
- Communication
How to get hired
- Tailor your resume: Highlight customer service experience, communication skills, and any passion for animals or the brand's mission.
- Craft a compelling cover letter: Emphasize your empathy, problem-solving abilities, and enthusiasm for creating positive customer experiences.
- Prepare for behavioral questions: Practice examples showcasing your patience, adaptability, and ability to handle challenging customer interactions.
- Demonstrate technical aptitude: Be ready to discuss your comfort with learning new tools and troubleshooting issues.
- Ensure a suitable remote setup: Confirm you have a private, quiet workspace with stable internet for your application.
Technical preparation
Master the knowledge base care toolkit.,Practice troubleshooting orders and subscriptions.,Familiarize yourself with common cat needs.,Ensure stable internet and quiet workspace.
Behavioral questions
Describe a time you calmed an upset customer.,How do you handle multiple customer issues?,Show your genuine enthusiasm for cats.,How do you adapt to fast-paced environments?
Frequently asked questions
- What specific locations are excluded for this Customer Experience Specialist role at VetJobs?
- VetJobs cannot hire candidates from California, Denver Colorado, Illinois, Iowa, Montana, North Dakota, Rhode Island, Seattle Washington, Washington D.C., or Europe for this specific Customer Experience Specialist position.
- What are the key responsibilities of a Customer Experience Specialist for this cat food brand?
- As a Customer Experience Specialist, you will handle inbound calls, troubleshoot customer issues regarding orders and products, personalize recommendations, capture customer feedback, and act as a brand ambassador to deepen customer loyalty.
- What qualifications are essential for the Customer Experience Specialist role?
- Essential qualifications include warm, conversational communication, genuine enthusiasm for cats and the brand, strong technical aptitude, analytical and problem-solving skills, empathy, patience, adaptability, and a high school degree or equivalent. Two years of customer care experience is preferred.
- What is the training process for the Customer Experience Specialist position?
- The training involves three weeks: two weeks of onboarding and one week of phone-specific training, conducted from 9 am to 5 pm EST, Monday to Friday, with a 30-minute lunch break.
- What are the working hours and schedule adherence expectations for this remote role?
- The hours of operation are 7 days a week from 9 am to 8 pm EST. Meeting aggressive Key Performance Indicator (KPI) targets, including schedule adherence, is crucial.
- Does VetJobs provide equipment for this remote Customer Experience Specialist role?
- No, equipment is not provided. Candidates will need to have their own laptop/desktop computer and a headset to perform the duties of the Customer Experience Specialist.
- What is the pay rate for the Customer Experience Specialist position?
- The pay rate for this position is $19 per hour.
- What kind of work environment is required for this remote role?
- A remote work role requires a private, dedicated workspace that allows you to work independently and without interruptions, ensuring a professional and focused environment.
- Are there any specific skills that are 'nice to have' for this role?