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
- Serve as a brand ambassador for a premium cat food brand.
- Deliver top-tier phone support to cat parents.
- Troubleshoot orders, subscriptions, and product questions.
- Capture customer feedback and identify trends.
- Meet aggressive customer satisfaction and performance targets.
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) for 3 weeks.
- Onboarding Training: 2 weeks of general onboarding, 1 week of phone training.
- Post-Training Schedule: Hours of Operation are 7 days a week 9am-8pm EST.
- Equipment is not provided: a laptop/desktop, and a headset are needed.
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 Restrictions
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
- Technical Aptitude
- KPI Management
- Troubleshooting
- Adaptability
Skills & topics
- Customer Experience Specialist
- Customer Support
- Brand Ambassador
- Cat Food
- Remote Work
- Veterans
- Military Spouses
- Troubleshooting
- KPI
- Customer Service
How to get hired
- Tailor your resume: Highlight experience in customer care, problem-solving, and any animal-related background.
- Emphasize soft skills: Showcase empathy, patience, communication, and enthusiasm for the brand's mission.
- Prepare for technical questions: Be ready to discuss your technical aptitude and troubleshooting abilities.
- Demonstrate remote readiness: Confirm you have a dedicated, interruption-free home office setup.
- Understand the brand: Research the premium cat food brand and its mission to align your application.
Technical preparation
Master troubleshooting for orders and subscriptions.,Practice using knowledge bases and care toolkits.,Enhance typing and computer navigation speed.,Ensure a stable internet connection and headset.
Behavioral questions
Describe a time you showed empathy to a customer.,How do you handle repetitive tasks with enthusiasm?,Share an experience of adapting to a fast-paced environment.,How do you turn a negative customer interaction positive?
Frequently asked questions
- What are the primary responsibilities of a Customer Experience Specialist at this company?
- As a Customer Experience Specialist, you will serve as a Brand Ambassador for a premium cat food brand. Your main duties include handling inbound calls, troubleshooting orders, subscriptions, and product inquiries, personalizing recommendations, capturing customer feedback, and meeting key performance indicators like CSAT and SLA.
- What qualifications are essential for the Customer Experience Specialist role?
- Essential qualifications include warm, conversational communication, genuine enthusiasm for cats and the brand's mission, strong technical aptitude, analytical and problem-solving skills, empathy, patience, and adaptability. A high school degree or equivalent is required, with a preference for 2+ years in customer care.
- Is this a remote position, and what are the requirements for a remote work environment?
- Yes, this is a remote position. You must have a private, dedicated workspace that allows for independent work without interruptions. Stable internet is also a requirement, and the company does not provide equipment like a laptop or headset.
- What is the pay rate for the Customer Experience Specialist position?
- The pay rate for this Customer Experience Specialist position is $19 per hour.
- What is the training process for new Customer Experience Specialists?
- The training involves 3 weeks of intensive preparation. This includes 2 weeks of general onboarding training followed by 1 week of specific phone training. Training sessions are typically held from 9am to 5pm EST, Monday through Friday, with a 30-minute lunch break.
- Are there any location restrictions for this Customer Experience Specialist role?
- Yes, due to specific position requirements, candidates from California, Denver (Colorado), Illinois, Iowa, Montana, North Dakota, Rhode Island, Seattle (Washington), Washington D.C., and Europe cannot be hired for this particular opportunity.
- What are the 'nice-to-have' qualifications for this role?
- Nice-to-have qualifications include previous remote work experience, experience supporting a consumer or subscription brand, and being a cat parent or genuine animal lover. These can help set your application apart.
- What are the operating hours for this Customer Experience Specialist role after training?