[Remote] Customer Experience Associate
Note: The job is a remote job and is open to candidates in USA. Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction, assisting with order updates and managing questions across multiple channels.
Responsibilities
- Assist customers over the phone and email with product and service questions
- Manage both inbound and outbound calls and emails
- Proactively identify solutions to questions you anticipate our pet owners have in each interaction
- Take a hands-on approach to resolving every issue, owning it from start to finish
- Provide a best-in-class service experience for our customers while working in a fast-paced environment
- Provide our customers with technical support when navigating our website
- Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience
Skills
- High school diploma or equivalent
- 6+ months of professional experience working with computer and web based tools
- 1+ years of customer service experience or Veterinary care experience
- Ability to work 9:30am - 6pm ET, Monday - Friday
- Comfortable with virtual environments, including phone contact with customers for the duration of your shift
- Excellent communication skills (spoken and written)
- Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed
- Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours
- 2+ year of relevant phone or email customer service experience
- Experience working virtually
- Experience working in Veterinary/Pet care
- Demonstrated ability to work as a team member
- Animal lover - Not required, but definitely a plus
Benefits
- Medical, dental, and vision insurance with partial dependent coverage
- Generous PTO
- 401(k) plan
Company Overview