Customer Care Specialist

Customer Care Specialist

(Non - Exempt)

Company Overview: Ethos Pet Brands is the parent company of Natural Balance® and Canidae® pet brands.  By joining forces under Ethos Pet Brands, these premium pet food brands strengthen their commitment to delivering the highest quality nutrition. We believe in the power of strong brands to connect with pet parents and create meaningful experiences.

The Customer Care Specialist will work remotely and report to the Director of R&D and Manager of Customer Care.

Key Responsibilities

• Prepares for customer inquiries by studying our products, programs, and processes related to our Customer Care Department.

• Answers consumer phone calls, emails, chats, and text contacts compassionately and respectfully regarding various product and animal health questions.

• Demonstrates superior listening skills and exhibits patience, empathy, and concern for our consumers.

• Records consumer inquiries and responses with detail and accuracy by documenting them in our CRM system.

• Completes daily follow-up tasks as needed, such as handwritten cards and goodie boxes.

• Excels on required daily duties and should also show initiative in taking on more tasks to grow within the company.

• Practices excellent interpersonal, written, and verbal communication skills as our department works with consumers, co-workers from many departments, and senior management.

• Must be highly motivated, polite, and professional in manner.

• Must be a team player and be able to multitask in a fast-paced environment.

• Must have strong time-management and organization skills, a sense of urgency, and attention to detail.

• This position is remote, full-time. The hired candidate must be able to work remotely so that phone calls, Teams meetings, conference calls, etc. can be conducted professionally from their remote location. Remote employees will have a company-provided laptop and will be reimbursed for a set portion of their internet connection.

MINIMUM QUALIFICATIONS

Education:

• A bachelor's degree from an accredited college or university is preferred; we will accept an AS in Animal Health.

• B. S. Degree in Animal Science or a related field (such as Animal Health/PreVet, etc.) is preferred.

Experience:

• 3 or more years’ experience working in the animal health field and/or three or more years’ experience working in customer service.

• R. V. T. (Registered Veterinary Technician) License *Mandatory Requirement

• A well-rounded knowledge of our products, basic animal health care/nursing, and animal nutrition.

• Basic computer skills (including Windows; typing, data entry, etc.) and familiarity with Microsoft Office Programs (e.g., Excel, Word, Outlook) are required.

• Proficiency in English (both spoken and written) is required. Speaking additional languages is a plus.

• A passion for animals and their pet parents and providing them with excellent customer service.

ESSENTIAL FUNCTIONS

• Must be able to relay accurate information via multiple communication channels including verbal and written mechanisms

• Ability to remain in a stationary position for up to 8 hours

• Ability to operate a computer and other office technology

• Ability to observe details at close range

• Occasionally travel for work up to 5% of the time

BENEFITS

• 401K

• Medical

• Dental

• Vision

• HSA & FSA

• Short Term Disability

• Long Term Disability

• Pet Insurance

• Life Insurance

• Employee Assistant Program

• And more!

Ethos is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.