CUSTOMER SERVICE REPRESENTATIVE

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Description

Customer Service Representative (Hybrid)

About Us:

Join Hartz, where our love for pets drives everything we do. With over 95 years of commitment to pet care excellence, we are a trusted household name across the United States. Innovation is at the heart of our mission as we continuously strive to provide products that nurture the special bond between pets and their owners, ensuring they experience nothing but Unconditional Love.

As leaders in the pet care industry, we are dedicated to pioneering advancements that enhance the well-being of pets, leading to happier, healthier, and longer lives. Our success is fueled by the passion and dedication of our diverse team members, who bring their unique perspectives and talents to every aspect of our work.

We are committed to cultivating an inclusive and supportive work environment where individuals from all backgrounds and identities are valued and empowered to thrive. At Hartz, your contributions matter, whether collaborating in the office or embracing the flexibility of a hybrid work arrangement. Together, we empower our employees and furry companions to make a meaningful impact within our company and beyond. Join us in shaping the future of pet care and experience the joy of making a difference, one pet at a time.

What We Offer ...

• Hybrid Work Schedule: Enjoy flexibility with 3 days in-office and 2 days remote.
• Pet-Friendly Culture: Bring your pet to work and enjoy a casual, inclusive environment.
• Competitive Compensation & Benefits: Receive a generous 401(k) match with immediate vesting.
• Generous Paid Time Off: Enjoy up to 34 paid days off annually, plus additional paid leaves.
• Paid Parental Leave & Insurance: Company-paid parental leave, along with Life & Disability Insurance.
• Comprehensive Health Coverage: Includes Medical, Dental, Vision, Healthcare FSA, and Mental Health Assistance program (EAP).
• Tuition Reimbursement & Career Growth: Access to tuition reimbursement and other learning and development opportunities.
• Employee Perks: Volunteer opportunities, fun employee events, and more!

The Role ...

We're seeking a Customer Service Representative who is passionate about pets and the pet parents who love them, and is driven to make a difference. In this role, you will provide top notch customer service to Hartz consumers across multiple channels, including phone, e-mail, chat, and social media. Additionally, you will provide accurate information about Hartz's products and assist in resolving consumer inquiries and concerns in a timely and courteous manner.

To be successful in this role, you must possess strong problem-solving skills, be a quick and agile learner to acquire in-depth product knowledge and utilize customized software and applications to track customer inquiries. This position is located at our Secaucus, NJ office, and has the flexibility to work a hybrid schedule.

Your Responsibilities ...

Consumer Support & Issue Resolution

• Provide exceptional service to consumers by responding timely to inquiries and concerns, actively listening, maintain composure, empathize, build trust, establish rapport, and effectively de-escalate customer issues
• Provide backup support for other consumer representatives by receiving local calls as needed

Product Knowledge & Brand Engagement

• Develop and maintain an in-depth product knowledge to assist consumers with projects and product selection
• Promote brand awareness by providing consistent, exceptional support that builds trust and fosters long-term customer loyalty

Documentation & Reporting

• Document each consumer contact in the Astute database and follow specifications for data entry
• Monitor consumer feedback and report issues to management

Project and Administrative Support

• Assist with department and general administrative duties including mail, supplies, filing, and other tasks
• Attend meetings and complete other duties and projects as assigned by management
  

Requirements

You'll Need ...

• Education: High School diploma or equivalent is required; some college preferred
• Experience: Minimum of 2 years' work experience in a customer service or customer-facing role
• Customer Service Skills: Demonstrated ability to deliver exceptional customer service with professionalism and empathy
• Conflict Resolution Skills: Ability to handle challenging situations and maintain composure when interacting with upset or distressed customers
• Communication Skills: Excellent written and verbal communication skills,
• Problem-Solving Skills: Ability to think quickly and resolve issues efficiently
• Teamwork: Ability to work independently and proactively while collaborating with a team
• Reliability: Demonstrates compassion, care, dependability, with a positive and professional demeanor
• Technical Proficiency: Proficient in Microsoft Office programs (Word, Excel, PowerPoint)

Preferred Experience ...

• Pet Care Experience: Experience working with companion animals such as dogs and cats preferred
• System Proficiency: Experience with Astute or other customer response database and tracking system is preferred

This is an hourly position with a pay range of $25.64 to $26.66 per hour, based on a 37.5-hour workweek. This equates to an anticipated annualized range of approximately $50,000 to $52,000. The specific salary offered will depend on the candidate's qualifications and experience for this position. This role may also be eligible for an annual discretionary incentive award. If this sounds like a good match and you want to learn more about this exciting role, please get in touch with us today!
Hartz is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age or any other characteristic protected by law.

Salary Description

$25.64 - $26.66/hr ($50-52K)