CX Omnichannel Specialist-Monday-Friday

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 600+ passionate team members.

This role is scheduled for Monday-Friday 9:00am-5:30pm.

What You'll Do:

The Omnichannel Specialist provides “top-notch” service to our Whisker customers, utilizing knowledge of products, processes and commonly used customer service concepts. The Omnichannel Specialist will communicate with our customers via support platforms such as phone, chat and email.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Provides best-in-class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone, chat, and email.
• Manages inbound calls and customer communication within outlined KPI’s.
• Contributes to the weekly team meetings.
• Specializes in assisting customers in troubleshooting their Litter-Robot and Feeder-Robot.
• Offers customers technical support with our mobile app, including on-boarding, connectivity concerns, etc.
• Internal Feedback: Supports our team for insight into how customers feel about our products, what troubleshooting issues are trending, etc.
• Product improvements: You may be selected to work with our marketing and engineering teams to provide feedback on beta testing and product developments.
• Team Collaboration: Participates in devising unique solutions based on customer
• experience with how our products are used in their home environment all over the world.
• Will perform additional responsibilities when required .

Requirements

What You’ll Bring:

• HS Diploma or equivalent
• 3+ years of customer service experience
• Excellent verbal, written, and interpersonal communication skills
• Experience with data entry and order entry
• Ability to multitask and prioritize
• Must be a team player
• Positive and upbeat attitude
• Strong computer skills including experience with spreadsheet, documents, word processing etc
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Ability to provide a working atmosphere that is positive and productive
• Ability to establish and maintain cooperative working relationships with team members and colleagues
• Flexibility to work hours outside of shift and overtime when necessary
• Comfortable with office pets (cats, dogs) 

Not Required but Nice to Have!

• 2+ years of help-desk or customer service experience
• French, German, Italian, and/or Spanish language skills are a huge plus!
• Google Suite experience
• Salesforce and / or Magento experience
• Not required to have pets, but highly recommended!

Physical Demands and Work Environment

The physical demands described here represent those that a Team Member must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the Team Member is regularly required to sit and talk or hear. The Team Member is frequently required to use their hands to handle or feel. The Team Member is occasionally required to stand, walk, and reach with hands and arms. The Team Member must lift and/or move up to 35 pounds and occasionally up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

The work environment characteristics described here are representative of those that a Team Me