Customer Care Retention Specialist

Title: Customer Care Retention Specialist

Location: US Remote

Compensation: $18.00/hour plus bonus and benefits

PetLab Co. is looking for a skilled Customer Care Retention Specialist to join the growing customer experience team. In this role, you’ll be the voice of a trusted brand that helps pets feel better at every stage of life. This role reports to our Customer Care Manager and is a full time, hourly position.

Your primary responsibility will be working with customers at risk of canceling their PetLab Co. Subscriptions. In this role, you will work to find solutions to address customers’ objections, create loyalty opportunities, and drive additional sales opportunities. This role will primarily be working over email and phone.

The ideal candidate for this role is adept at de-escalation, problem solving, handling objections, and addressing feedback.

Additionally, the ideal candidate for this role will be able to handle rejection well, stay calm under pressure, be a self-starter who is comfortable taking the initiative and able to stay motivated and engaged for prolonged periods of time.

• 90% of your time will be working with customers.

• 10% of your time will be feedback sessions, process improvement, training, and peer + management reviews.
  

Available shifts:
Monday-Friday 9:00am ET – 5:30pm ET or 11:00am – 7:30pm ET
Tuesday-Saturday 10:00amET – 6:30pm ET

Requirements

• 1-3 years of customer service or sales experience.
• Familiarity with helpdesk software.

• Knowledge of Microsoft 365 software is preferred.
• Experience in a direct-to-consumer environment is preferred.

Our Values

As a member of the Customer Care team, you identify with our core values:

• Thoroughness – We see the forest AND the trees. We demonstrate attention to detail and accuracy. We find ways to make customers’ experiences with us better.
• Dedication – We are passionate about our work. We are committed to our customers, their pets, our teammates and “doing what’s right”. We are always learning and sharing our knowledge to help others.
• Empathy – We are pet parents. We understand why our customers and teammates think and feel as they do. We approach individuals from their perspective.
• Ease – We are problem solvers. We make things easier for the people who rely on us. We remove roadblocks and find smoother paths.

DNA

• You enjoy learning on the fly, are very adaptable and welcoming to change (“growth mindset”). This is a fast-paced environment, so an ideal candidate learns quickly when facing new problems. You should also enjoy the challenge of unfamiliar tasks.
• You can work independently with minimal supervision but know when to ask questions. You show up on time and have a great work ethic.
• You care about your work and interactions with others.
• You love solving problems and guiding others towards the best solution.

Benefits

• 20 days PTO excluding bank holidays
• Company Bonus
• Medical, Vision and Dental Insurance
• Generous Learning and development budget
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401K
• Work Remote
• Monthly Uber coffee/bagel and lunch
• Monthly Internet Stipend

Petlab Co is an equal opportunity employer that is committed to diversity and inclusion. We encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds. Come join the family and see for yourself!