Equine Customer Service Agent - Remote

Job Description:
About SmartPak:
SmartPak, a Chewy company, brings together more than 25 years of trusted expertise in equine health with the scale, innovation, and customer-first culture of Chewy. Together, we're advancing our mission to create a world where every horse thrives while continuing to deliver the products, services, and expertise the equine community knows and trusts.
At SmartPak, we work hard because we're passionate about horses and the people who care for them. Since 1999, we've been connecting the equine community through innovative products, including our patented SmartPak supplement system, and a commitment to exceptional customer experiences. We're building an inclusive culture where respect, collaboration, ownership, and innovation drive everything we do. If you're looking to make a meaningful impact, grow your career, and help shape the future of equine health, we'd love for you to join us!
What role will you play in helping us write the next chapter?
About the job:
The SmartPak Customer Care Team is passionately focused on powering healthy horses and happy riders! The Customer Service Agent role is an exciting position supporting SmartPak's call center. We're looking for awesome horse people who can bring in their own equine experience to support our customers and their horses. The Customer Service Agent role focuses on customer engagement, health knowledge, supplement subscriptions, and expertise in our current product assortment. This position is hourly, fully remote, and requires some evening hours and weekends.
Hourly Rate: $17/hr
Location: Remote
Here's what you'll do:

• Engage with SmartPak customers over the phone, chat, and text - partnering with customers to provide thoughtful recommendations and support.

• Promote brand loyalty while providing solutions to SmartPak customers for their equestrian needs

• Increase sales of SmartPaks, supplement subscriptions, and tack and equipment by demonstrating deep product expertise and serving as a trusted resource for customers

• Cultivate relationships with our customers by providing exemplary customer service

• Drive brand-building initiatives through the execution of marketing programs and promotions

• Provide accurate account management and follow-up based on customer needs

• Responsible for schedule adherence and meeting productivity standards

Qualifications:

• 5+ years of hands-on equine experience

• Equine focused degrees preferred

• Passion for helping customers and supporting the health and well-being of 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 approach challenges with creativity and a solutions-oriented mindset

• Proficient time management and organizational skills

• Comfortable making decisions in ambiguous situations, communicating clearly, and building positive working relationships

• 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

• Telephone and/or retail background are a plus

Remote Technology requirements:

• Remote position requires access to high-speed Cable or Fiber Optic internet with a modem or wireless box. Connection must be hard-lined into modem or wireless box; SmartPak will provide a standard 4-foot CAT-6 line. Candidates with Satellite and DSL internet will not be considered as these connections are NOT compatible with SmartPak's internet phone system. Use of WiFi is not permitted. Applicants must have service through a major Internet Service Provider.

• Must own a mobile device that has the capability to download and access the Okta Verify application, which is a free app.
• Applicant or a member of their household must have access to communicate with Internet Service Provider and be permitted to request service or receive technical support as needed.

• The hourly rate for this role is $17
• We offer the following benefits for our team members:
  • 20% Chewy.com Discount
  • Medical, Dental, Vision, FSA and HSA (eligibility on the 1st of the month following date of hire)
  • Life and Disability Insurance
  • 401(k) with company matching
  • Wellness benefits through Wellbeing @Chewy
  • Employee Assistance Program (EAP)
  • Paid Time Off: Team members are eligible to accrue up to 160 hours of PTO their first year
  • Subsidized child, adult, and pet backup care through Care.com
  • Discounts on many items through the LifeMart Discount platform
  • The option to sign up for Payactiv's Earned Wage Access program and access a portion of the money you've already earned, before your regular payday!
  • Referral Bonuses - $500 per referral

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Non-exempt hourly team members accrue paid time off (PTO) subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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