Job Summary

Chewy is seeking a dedicated and customer-focused Loyalty Program Customer Service Associate to join our remote team. In this role, you will be the first point of contact for our valued customers, assisting them with questions, issues, and guidance related to Chewy’s loyalty and rewards programs. Your goal will be to deliver an exceptional service experience, ensuring customer satisfaction, trust, and long-term engagement with the Chewy brand.

Key Responsibilities

• Respond promptly to customer inquiries regarding Chewy’s loyalty and rewards program via chat, email, and phone.

• Provide accurate information about program benefits, points, redemption processes, and promotions.

• Assist customers in troubleshooting account or loyalty program issues.

• Document customer interactions, feedback, and resolutions in the system.

• Collaborate with internal teams to escalate and resolve complex concerns.

• Ensure compliance with Chewy’s service standards and maintain a high level of professionalism.

• Identify opportunities to improve the loyalty program experience and share customer insights with the team.

Required Skills and Qualifications

• Excellent written and verbal communication skills.

• Strong problem-solving abilities with a customer-first mindset.

• Ability to multitask while maintaining attention to detail.

• Proficiency in using CRM tools, ticketing systems, or customer service software.

• Tech-savvy with the ability to learn new systems quickly.

• High level of empathy, patience, and professionalism when dealing with customers.

Experience

• Minimum: 1–2 years of experience in customer service, preferably in e-commerce, retail, or subscription-based services.

• Experience working with loyalty programs or rewards systems is a plus.

Working Hours

• Flexible remote schedule with availability for shifts that may include evenings, weekends, and holidays to meet customer needs.

• Standard shifts are 8 hours per day, 5 days per week with occasional overtime during peak periods.

Knowledge, Skills, and Abilities

• Strong interpersonal and active listening skills.

• Ability to stay calm under pressure and resolve conflicts effectively.

• Knowledge of customer engagement strategies and loyalty program structures.

• Self-motivated with the ability to work independently in a remote environment.

• Strong organizational and time management skills.

Benefits

• Competitive salary with performance-based incentives.

• Health, dental, and vision insurance.

• Paid time off, holidays, and sick leave.

• Employee discounts on Chewy products and services.

• Opportunities for career advancement and professional development.

• Work-from-home flexibility and supportive team culture.

Why Join Chewy?

At Chewy, we’re more than just an online pet retailer—we’re passionate about enriching the bond between pets and their parents. Joining our team means being part of a fast-growing, innovative company where your contributions directly enhance the customer experience. As a Loyalty Program Customer Service Associate, you’ll have the opportunity to support pet lovers nationwide, while enjoying a rewarding career with growth opportunities, excellent benefits, and a culture that values work-life balance.

How to Apply

Interested candidates should submit their updated resume and a brief cover letter highlighting relevant customer service experience through the official Chewy Careers page. Shortlisted applicants will be contacted for an initial virtual interview.