Job Summary

Chewy, a leading pet e-commerce company dedicated to delivering personalized service and the best products to pet lovers, is looking for passionate and empathetic individuals to join our team as Remote Virtual Customer Care Representatives. In this role, you will serve as the voice of Chewy, helping customers navigate their orders, resolve issues, and provide expert advice while delivering an exceptional experience from the comfort of your home. You will play a critical role in building long-lasting relationships with customers and helping them care for their beloved pets with confidence and ease.

Key Responsibilities

• Provide world-class customer service through phone, chat, and email communication channels.
• Assist customers with order placement, tracking, returns, cancellations, and product inquiries.
• Address customer concerns promptly and effectively while maintaining a positive and helpful demeanor.
• Collaborate with internal teams to ensure timely resolution of customer issues.
• Stay up to date with Chewy’s product offerings and policies to provide accurate information.
• Identify opportunities to enhance the customer experience and contribute to process improvements.
• Handle customer feedback with empathy and professionalism to build trust and loyalty.
• Maintain accurate customer records and document interactions in the CRM system.
• Work in alignment with Chewy’s values of customer obsession, ownership, and continuous learning.

Required Skills and Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous experience in customer service, retail, or call center environment is a plus.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.
• Comfortable working independently and managing time efficiently.
• Proficiency with basic computer applications and CRM tools.
• A genuine passion for pets and helping pet owners is highly desirable.

Experience

• 1+ years of customer service or client-facing experience preferred.
• Experience in e-commerce, pet care, or subscription-based services is a plus but not required.
• Experience using customer support platforms like Zendesk, Salesforce, or similar is beneficial.

Working Hours

• Full-time remote position with flexible schedules, including evenings, weekends, and holidays.
• Shift availability across multiple time zones.
• Work-from-home setup required with a quiet workspace, stable internet connection, and necessary hardware.

Knowledge, Skills, and Abilities

• Strong interpersonal skills with empathy and patience.
• Detail-oriented with the ability to provide accurate and thorough support.
• Ability to stay calm under pressure while providing a positive experience.
• Self-starter with the ability to take ownership and accountability.
• Technical aptitude to learn new systems and software quickly.
• Adaptable to company policies, customer needs, and industry trends.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off and holiday pay.
• 401(k) retirement plan with company match.
• Pet discounts and wellness programs.
• Continuous learning and career advancement opportunities.
• Supportive and inclusive work culture that values employee well-being.
• Remote work flexibility allowing for better work-life balance.

Why Join Chewy?

At Chewy, we believe pets make life better, and we’re on a mission to make caring for them as easy as possible. As part of our Customer Care team, you’ll have the opportunity to make a real difference in pet parents’ lives every day. We value collaboration, innovation, and empathy and strive to create a workplace where everyone can grow and thrive. If you love animals and enjoy solving problems with compassion, you’ll find purpose and fulfillment here.

How to Apply

If you’re ready to be part of a fast-growing company that puts pets and customers first, apply today! Visit our careers page at Chewy Careers, submit your resume, and complete the online application. Selected candidates will be contacted for interviews and next steps. We are an equal opportunity employer and encourage candidates from all backgrounds to apply.