Customer Experience Omnichannel Specialist

This is a fully remote position, open to applicants in California, +20 more states.

📋 Description

• Deliver exceptional customer service, solutions, and product insights via inbound and outbound phone calls, chat, and email support.

• Handle incoming calls and customer interactions while adhering to established KPIs.

• Diagnose issues with Litter-Robot and Feeder-Robot products.

• Offer technical assistance for the mobile application, addressing onboarding and connectivity issues.

• Participate in weekly team meetings.

• Provide internal insights on customer feedback, product challenges, and prevalent troubleshooting subjects.

• Assist marketing and engineering teams with beta testing and product development insights.

• Create tailored solutions based on how customers utilize products in their home settings.

• Undertake additional responsibilities as needed.

⛳️ Requirements

• High School Diploma or equivalent.

• Minimum of 3 years of customer service experience.

• Exceptional verbal, written, and interpersonal communication abilities.

• Proficient in data entry and order processing.

• Capability to multitask and prioritize effectively.

• Strong computer skills, including familiarity with spreadsheets, documents, and word processing software.

• Ability to uphold the confidentiality of proprietary information.

• Capacity to maintain a professional demeanor in a fast-paced environment with frequent interactions and interruptions.

• High level of initiative and self-motivation.

• Willingness to work outside of regular hours and overtime as required.

• Candidates must be residents of CA, CO, FL, GA, IL, IN, KY, KS, MD, MI, NC, NV, NY, OH, OK, OR, PA, TN, TX, UT, VA, WA, or WI.

• Flexible availability, including evenings and weekends.

• Preferred: 2+ years of help-desk or customer service experience.

• Preferred: Proficiency in French, German, Italian, and/or Spanish.

• Preferred: Experience with Google Suite.

• Preferred: Familiarity with Salesforce and/or Magento.

🏝️ Benefits

• Comprehensive Medical/Dental/Vision insurance.

• Paid parental leave.

• Whisker Parents Program.

• One day of "pawternity" leave for pet adoption.

• Discounted Pet Insurance.

• 401K matching.

• Flexible spending accounts.

• Company-sponsored short-term disability and life insurance.

• Employee Assistance Program (EAP).

• Generous paid time off policy.

• 14 Paid Holidays.

• State-of-the-art equipment provided.

• Pet-friendly workplace.

• Whisker products and merchandise.

• Opportunities for continuing education.

• Supportive work environment.

• On-site gym featuring Peloton equipment.

• Employee referral program.