Customer Care Representative

Company Overview:
SmartPak is on a mission to create a world where every horse thrives, living its best life every day. Based in Plymouth, Massachusetts, we are a direct-to-consumer ecommerce Equine business specializing in patented subscription-based supplements known as "SmartPaks”.
 
Since 1999, we've connected the equine community through our passion and love for horses and their health. Our story is being written by remarkable people with innovative ideas who are the inspiration and foundation for our future success. We’re proud to have gained the trust of the equine community through our impressive product offerings and are positioned to successfully maintain our market leadership.
 
At SmartPak, we are building a culture of inclusion that is grounded in the principles of respect, kindness, and a sense of belonging for all. We are committed to modeling our values while setting the highest standards for performance, ownership, and accountability of our deliverables.
 
Here, you can expect to participate and collaborate fully on dynamic teams and make meaningful contributions every day. You can also expect to grow, innovate, inspire, and feel supported in building a rewarding career. If this speaks to you, we invite you to come and write the next chapters of our story with us.

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

The Customer Care Representative role is an exciting position within SmartPak’s call center as a remote employee. We are looking for some awesome horse people who can bring in their own equine experience to support our customers during our busy season. 

This position is fully remote, offers our full benefits package, and a starting pay rate of $17.00 per hour. We are targeting a start date of 10/21/24.

Schedule:    

• Initial systems training and phone onboarding - estimated 4 weeks - Monday through Friday, 8:30 AM - 5:30 PM EST  
• Regular schedule will be finalized in training period, and will require both evenings and weekends   

Here's what you'll do:   

• Talking with SmartPak customers over the phone, partnering with them to make recommendations and provide creative solutions  
• Promoting brand loyalty by providing solutions to SmartPak customers for their equestrian needs  
• Supporting company sales by demonstrating expertise in our current product assortment.
• Cultivating relationships with our customers by providing exemplary customer service  
• Driving brand-building initiatives through the execution of marketing programs and promotions  
• Provide accurate account management and follow-up based on customer needs  

Here's how you'll do it:      

• Offer exemplary and seriously playful customer service 
• Practice consultative selling  
• Sell SmartPaks and subscription-based programs  
• Learn and utilize internal tools and systems  
• Be proficient in equine and canine health and nutrition  
• Hone your SmartPak voice  
• Own your professional development and growth 
• Be reliable following our attendance policy  
• Other duties as assigned   

Here's what we're looking for:   

• 5+ years of hands on equine experience - this one is a must! Our customers are horse people, so you need to be, too.
• Telephone and/or retail background required
• Focus and passion for helping customers and 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 offer creative and out-of-the-box solutions  
• Proficient time management and organizational skills  
• Confident, risk-taker with a great sense of humor  
• 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  

Remote Technology Requirements:   

• Remote position requires access to high-speed Cable or Fiber Optic internet with a modem or wireless box, through a major inter