SmartPak Equine Customer Service Agent - Remote

What role will you play in helping us write the next chapter?  

About the job:   

The SmartPak Customer Care Team is passionately focused on powering healthy horses and happy riders! The Customer Service Agent role is an exciting position supporting SmartPak’s call center. We’re looking for awesome horse people who can bring in their own equine experience to support our customers and their horses. The Customer Service Agent role focuses on customer engagement, health knowledge, supplement subscriptions, and expertise in our current product assortment. This position is hourly, fully remote, and requires some evening hours and weekends. 
 

Hourly Rate: $17/hr 

Location: Remote

Here's what you’ll do: 

• Engage with SmartPak customers over the phone, chat, and text – partnering with customers to provide thoughtful recommendations and support. 

• Promote brand loyalty while providing solutions to SmartPak customers for their equestrian needs   

• Increase sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating deep product expertise and serving as a trusted resource for customers 

• Cultivate relationships with our customers by providing exemplary customer service   

• Drive brand-building initiatives through the execution of marketing programs and promotions   

• Provide accurate account management and follow-up based on customer needs  

• Responsible for schedule adherence and meeting productivity standards  

Qualifications: 

• 5+ years of hands-on equine experience 

• Equine focused degrees preferred  

• Passion for helping customers and supporting the health and well-being of their horses 

• Sophisticated verbal and written communication skills   

• Technologically savvy with working knowledge of Microsoft Office, including Word, Excel, and Outlook   

• Aptitude to quickly learn and confidently navigate new computer systems   

• Ability to approach challenges with creativity and a solutions-oriented mindset  

• Proficient time management and organizational skills   

• Comfortable making decisions in ambiguous situations, communicating clearly, and building positive working relationships 

• Exhibits sales aptitude and willingness to improve upon these skills   

• Comfortable working independently, as well as in a group   

• Ability to stay motivated in a remote environment   

• Customer service experience preferred   

• Telephone and/or retail background are a plus    

Remote Technology requirements:    

• Remote position requires access to high-speed Cable or Fiber Optic internet with a modem or wireless box. Connection must be hard-lined into modem or wireless box; SmartPak will provide a standard 4-foot CAT-6 line. Candidates with Satellite and DSL internet will not be considered as these connections are NOT compatible with SmartPak's internet phone system. Use of WiFi is not permitted. Applicants must have service through a major Internet Service Provider. 

• Must own a mobile device that has the capability to download and access the Okta Verify application, which is a free app.

• Applicant or a member of their household must have access to communicate with Internet Service Provider and be permitted to request service or receive technical support as needed.