Job Description

Customer Service Representative: Phone Support

About DocuPet

DocuPet provides pet registration and lost pet services to communities and pet guardians across Canada and the United States. Our mission is to help provide a safe and happy home for every pet and we are looking for reliable and enthusiastic people to join our growing team.

Headquartered in Kingston, Ontario, Canada, DocuPet provides customer service support to help DocuPet members navigate our online platform, license their pets, shop for designer tags, and get their pets home safe.

About the Role

Playing a key role on our customer success team, the successful candidate will be responsible for processing licenses, educating pet owners, handling customer complaints, selling tags and pet health and safety products, maintaining a variety of information and records, and promoting membership benefits -- both in

English and French

. This person will primarily perform the role over the phone as an agent in the call queue but will also help respond to tickets via email.

At DocuPet, our approach to customer service is to create memorable experiences for our pet owner community by representing our mission and values in every interaction. We're upbeat, helpful, and honest, and strive to be the best part of each caller's day. How do we do it? By talking to them about their pets, their community, and how we can work together to help more pets get home safe.

This job is a great fit for personable, team-oriented, and ambitious individuals who have experience working directly with customers or clients. The successful candidate will undergo an in-depth training period in advance of taking on the full accountability for this role. This role reports to DocuPet's Customer Service Manager and works closely with the partner support, development, and fulfillment departments.

Shifts will vary between 9 am to 9 pm EST, Monday through Sunday.

Job duties include:

Responding to customer inquiries and questions Assisting customers over the phone, maintaining a positive tone at all times Providing exceptional and efficient customer service in

English and French

Documenting key information and decisions Following processes and best practices Offering discounted and free designer tags and upgrades as per defined processes Staying focused on performance benchmarks and working towards continuous improvement Handling customer concerns and complaints Processing transactions, payments, and refunds Supporting system testing and quality assurance Advocating for DocuPet's programs, products, and services Conducting customer retention and satisfaction calls Creating memorable experiences by engaging with pet owners about their furry friends

Requirements for this role:

Bilingual fluency in English and French (written and spoken) - mandatory

Customer service experience Excellent interpersonal and communication skills Strong organizational skills and attention to detail Good reading and writing skills Ability to be reliable and adaptable Ability to work under pressure and independently prioritize and manage time Proficiency with online systems, Microsoft Office and/or Google Drive Bachelor's degree and/or college diploma

You are our ideal candidate if:

You enjoy talking to people You thrive in a team environment You have strong communication skills You are motivated by a start-up environment You enjoy coaching and supporting others You enjoy implementing and refining processes and procedures You understand retail and service-based businesses

Important!

At DocuPet, our values guide our daily actions and interactions. All members of our team must fit our values and commit to making decisions with them in mind.

Our Values:

Go Big

We aim to do big things. We don't aim to impress ourselves, or those around us, we aim to be the very best anywhere. We accept all challengers and we intend to win.

Whatever It Takes

We finish whatever we start. No excuses. It often means a lot of work, but it's worth it because we are the types who don't rest until the job is done. We communicate closely to ensure that everyone is on the same page, informed as needed, consulted when required, and that efficiencies in our work are always found.

Inspire

Our people and our business inspire those around us. Each employee has a job to do, and they do it with excellence and grace. They bring joy to everyone they meet. We all have bad days, but we work hard to bring our most positive attitude and work ethic every day. We bring this same attitude to our customers, vendors and partners. The result is an inspiring workforce that brings confidence and excitement to everyone with whom we work.

Sell It

Each of us is responsible for selling ourselves, our projects, our outcomes and our efforts. We must be individually and collectively convicted in our actions. We sell our ideas, our services and our products at every opportunity. That means preaching about our business around town, at networking events, in our emails and phone calls. We are proud and we take the necessary time to sell ourselves whenever we can.

Respect

We work as a team. We treat each other the way we expect to be treated. This applies to our external customers, vendors and partners. We are happy and respectful even when we disagree. We are champions of never losing the war when a disagreement (battle) is underway. We disagree, make a note, and then accept the result, get onboard, and move on.

Job Types: Full-time, Permanent

Pay: $40,000.00-$42,000.00 per year

Benefits:

Dental care Extended health care Paid time off Vision care
Education:

Secondary School (preferred)
Experience:

Customer service: 1 year (required)
Language:

French (required)
Work Location: Remote