Job Summary

Chewy is seeking a dedicated and customer-focused Remote Customer Support Representative to join our dynamic team. As a Customer Support Representative at Chewy, you will be responsible for providing top-tier service to our customers, assisting them with inquiries, troubleshooting issues, and ensuring a seamless customer experience. This remote position offers the flexibility of working from home while contributing to the success of Chewys mission to deliver high-quality service and products to pet owners across the nation.

Key Responsibilities

• Provide exceptional customer service by answering inquiries via phone, email, and live chat.
• Assist customers with placing orders, tracking shipments, and resolving order issues.
• Offer expert advice on product selections, availability, and delivery options.
• Troubleshoot customer concerns or issues with their orders and provide effective solutions.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Document customer interactions and feedback accurately in the system for future reference.
• Work collaboratively with other team members to resolve complex customer concerns.
• Participate in team meetings and ongoing training sessions to continuously improve knowledge and skills.
• Meet or exceed individual and team performance goals and metrics.

Required Skills and Qualifications

• High school diploma or equivalent; Bachelors degree is a plus.
• Previous customer service experience, preferably in a remote environment.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to think quickly on your feet.
• Empathy and patience in handling customer concerns and complaints.
• Proficient in using computers and technology, including CRM software and Microsoft Office.
• Ability to work independently and as part of a team in a remote setting.
• Flexible, dependable, and able to handle a fast-paced environment.

Experience

• At least 1 year of customer service experience (remote experience is a plus).
• Experience in handling customer inquiries across multiple channels (phone, email, chat).
• Experience with troubleshooting and resolving customer issues efficiently.

Working Hours

• Full-time, remote position with flexible working hours.
• Shifts may vary to support customer needs, including evenings, weekends, and holidays.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer service best practices and industry standards.
• Strong ability to de-escalate situations and turn difficult customer interactions into positive experiences.
• Adaptability to handle different types of customer interactions, from routine inquiries to complex problems.
• Familiarity with e-commerce or retail platforms is an advantage.
• Ability to multitask efficiently while maintaining a high level of accuracy.
• Strong interpersonal skills, with the ability to work effectively with people at all levels.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (PTO) and holiday pay.
• Employee discounts on Chewy products.
• Career development opportunities and ongoing training programs.
• Flexible work schedule and remote work options.
• A fun and inclusive company culture.

Why Join Chewy?

Chewy is a leader in the pet care industry, offering an exceptional work environment where employees are empowered to grow and succeed. As a Remote Customer Support Representative, you will be an integral part of a passionate team committed to providing the best service to pet parents across the country. We pride ourselves on fostering a supportive and inclusive culture, where your contributions are valued, and your professional growth is prioritized.

How to Apply

To apply for the Remote Customer Support Representative position at Chewy, please visit our careers page on the Chewy website. Submit your resume and a cover letter outlining your qualifications and why you would be a great fit for the role. We look forward to hearing from you and potentially welcoming you to the Chewy family!