Job Description

Customer Care Representative
Department: Operations
Reports to: Customer Care Manager
Location: Chilliwack, BC
Hours of Work: 40 hours per week
Workplace Category: Remote
Your Role at Petcurean: At Petcurean, we put high value in providing exceptional care to each and every customer, first and foremost our pet-parents! With this mandate in mind, the Customer Care Representative (CCR) will work closely with the Customer Care team to grow and support our cherished customers.
This role requires a skilled CCR who actively listens and engages customers in their questions and concerns, with a focus on dispute resolution and positive problem-solving through various communication channels. This multifaceted role requires acute attention to detail, accuracy, strong organization and time-management skills, embrace of teamwork, and an ability to read, write, and speak in English in a professional context. Fluency in a second language would be an asset, preferably French.
By actively providing top-notch service and nutritional advice, the CCR will enrich customers' understanding of our products and general pet nutrition. Continuous pet nutrition and product training will ensure that product expertise and the ability to provide 'pet'sonalized nutrition advice stays current. The ability to adapt to new communication channels and technologies while maintaining best-in-class customer care is essential.
This position reports to the Customer Care Manager and will have a strong working relationship with the Marketing, Sales and Nutrition teams. The role is remote, however, the successful candidate must be able to commute to our Chilliwack head office on an as needed basis.
If you were the Customer Care Representative now, here are some of the core activities you would be doing:
Acts as primary customer care representative and pet nutrition expert:

• Supports pet-parents and retailers by responding to inquiries in a timely, courteous, and professional manner, delivering accurate information and best-in-class customer care.
• Through various consumer-facing channels (social media, email, phone,etc), answer questions including but not limited to pet nutrition and product inquiries.
• Respond publicly to customer questions or reviews on our websites or other platforms as needed.
• Supports the promotion of Petcurean's brand values through consistent key messages per Petcurean guidelines.
• Collect customer feedback through the use of appropriate helpdesk systems.
• Supports pet-parents by sharing 'pet'sonalized nutrition guidance and product expertise.
• Manage sensitive customer issues through to resolution by identifying root causes and determining a resolution that puts pets first and provides best in class customer care.
• Administer customer care tickets in a positive and timely manner, and escalate urgent issues to appropriate team members as needed.
• Work to implement efficient communication techniques based on characteristics of each unique customer.
• Identify trends in customer issues/escalations while recommending and assisting in the implementation of controls to address the root causes.

Advance Petcurean's proactive customer care program by:

• Sharing the Petcurean approach to pet nutrition.
• Remaining current with product changes and new product launches to ensure that information shared with customers is accurate.
• Capturing consumer feedback through the appropriate tools as needed
• Assisting with promotional efforts such as social media giveaways or newsletter offers.
• Liaising with International consumers and distributors as needed to direct them to the appropriate contact in their region.

Other Duties

• Responsible for coordinating various retailer and consumer connection programs.
• Sending customers information or promotional material as needed via direct mail or courier.
• Willingness to roll up your sleeves and do what's necessary to get the job done and complete other duties as required within the same scope and level.

Here are some of the skills we are looking for our next Customer Care Representative to bring to the team:

• Intermediate computer skills in Microsoft office and ability to learn to use new software.
• Experience in using a ticketing software or online chat platform is considered an asset.
• Proven ability to manage customer care inquiries and concerns within social media channels
• Communicates at a professional level, is courteous and has a proven track record in providing solutions-oriented, exceptional customer care.
• Ability to establish and maintain relationships and collaborate effectively with internal and external stakeholders.
• Strong time management, process oriented and task management skills with the ability to work independently and closely as a member of a team.
• Takes a proactive approach, and always seeks new and innovative strategies and ideas with a "can do" attitude.
• Proven ability to empathetically resolve disputes, while continuously improving our customer satisfaction.

Are you our next Customer Care Representative? Here are some of our must-haves:

• 1+ years of experience in a customer facing role
• Experience in the pet food or pet health industry is considered an asset.
• Animal Health Technologists/Veterinary Technician diploma or training in pet nutrition is considered an asset.
• Bilingual in English and another language is considered an asset (preferably French) with a demonstrated ability to effectively and professionally liaise in relevant languages (both orally and in writing).

What's in it for you?

• Flexible remote work opportunity.
• Take advantage of the financial resources strategically allocated to empower your career progression through personalized Professional Development avenues.
• Staff Feeds program! Each month, Petcurean employees are eligible to submit an order for Petcurean products to feed the furry friends in your life.
• Annual volunteer hours so you can give back to the causes that mean the most to you.
• Comprehensive Benefits package.
• Employee Assistance Program.
• Modern open concept office located in the beautiful Fraser Valley
• Stocked coffee, tea and treats at our office!

About Us
We are in the business of putting pet's first, through formulating superior-quality and nutritionally balanced recipes that give dogs and cats happier, healthier, and longer lives. Founded in 1999, as a local BC company, Petcurean has evolved to become a globally trusted brand of premium quality pet foods. Our recipes are sold in pet speciality stores across North America, and in over 30 countries around the world. Behind our success are our people that never waver from our brand's ultimate mission of putting pets first. Our People make us who we are and represent the true heart and soul of Petcurean.
Equal Opportunity Statement Petcurean is an equal-opportunity employer. We are committed to providing an inclusive and welcoming environment for all employees, candidates, and clients. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability status. Diversity and inclusion are core values at Petcurean, and we actively encourage candidates from all backgrounds to apply for this position. We would like to thank all applicants for their interest; however only those candidates selected for an interview will be contacted.