Job Description

TITLE 

Natural Balance Customer Care Specialist

LOCATION

Remote

REPORTS TO

Natural Balance Customer Care Director and Customer Care Supervisor.

KEY RESPONSIBILITIES 

o   Prepares for customer inquiries by studying our products, programs, and processes relative to our Customer Care Department.

o   Answers customer phone calls, chats and emails compassionately and respectfully, regarding various product and animal health questions. 

o   Demonstrates superior listening skills and exhibits patience, empathy, and concern for our customers.

o   Records customer inquiries and responses with detail and accuracy by documenting them in our customer database.

o   Completes daily follow-up tasks such as printing and mailing letters, coupons, vouchers, product replacements and/or samples.

o   Excels on required daily duties and should also show the initiative to take on more tasks in order to grow within the company.

o   Practices excellent interpersonal, written, and verbal communication skills, as our department works with customers, co-workers from many departments, and senior management.

o   Must be highly motivated, polite, and professional in manner.

o   Must be a team player, able to multitask in a fast-pace environment.

o   Must have strong time-management and organization skills, along with a sense of urgency and attention to detail.

o   This position is remote, full-time. The hired candidate must be able to work remotely so that phone calls, Teams meetings, conference calls, etc. can be conducted professionally from their remote location. Remote employees will have a company provided laptop and be reimbursed for a portion of their cell phone and internet connection.

​SELECTION CRITERIA

EDUCATION

·      Bachelor's degree from an accredited college or university is preferred, will accept an AS in Animal Health

·      B. S. Degree in Animal Science or related field (such as Animal Health/PreVet, etc.) is preferred

EXPERIENCE 

·       3 or more years’ experience working in the animal health field and/or 3 or more years’ experience working in customer service.

·       R. V. T. (Registered Veterinary Technician) License 

o   A well-rounded knowledge of our products, basic animal health care/nursing, and animal nutrition.

o   Basic computer skills (including Windows; Typing, data entry, etc.) and familiarity with Microsoft Office Programs including (i.e. Excel, Word, Outlook) are required.

o   Proficiency in English (both spoken and written) is required. Speaking additional languages is a plus.

o   A passion for animals and their pet parents and providing them with excellent customer service.