Customer Experience Retail Partner Specialist
Remote Worker - N/A
Description

Whisker, formerly known as AutoPets, is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.


As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.


Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 350+ passionate team members.


This full time role will either be Monday through Friday 9:00am - 5:30pm EST or Tuesday - Saturday 9:00am - 5:30pm EST or Sunday - Thursday 9am - 5:30pm EST. The shift will be confirmed prior to the first interview.


What You’ll Do:

The Whisker Retail Partner Specialist is empowered to provide a phenomenal customer experience to pet parents worldwide. The Product Specialist will answer customer questions and troubleshoot technical product inquires. You will leave a lasting impression by providing solutions in a quick, thoughtful and memorable way.


The Retail Partner Specialist will work collaboratively with others, build and maintain strong relationships with our retail partners while delivering unparalleled value, superior service and positive partnership experience. 


Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.

  • Interacts and builds a positive experience with our customers through various mediums such as: telephone, email and live chat; whilst navigating multiple software applications and technologies simultaneously
  • Brings a “Customer Comes First” mentality every day
  • Drives relentless customer focus with effective and timely support of post-order issues including but not limited to returns, replacements, refunds, delivery status, back ordered items, and any issues with fulfillment
  • Demonstrates effective communication techniques to seamlessly handle and resolve customer conflict using good judgment in a professional and friendly manner
  • Drives results with agility against customer service, efficiency and issue resolution targets
  • Identifies areas of innovation and improvement, whilst collaborating effectively with your team
  • Will perform additional responsibilities when required 


Requirements

What You’ll Bring:

  • 2+ years of relationship management or escalations experience
  • Experience working with CRM Systems
  • Critical thinking skills
  • Demonstrated ability to multi-task and perform well in a fast-paced and changing environment
  • Conflict management skills to balance the needs of the customer with the solutions available while always maintaining a professional composure to ensure de-escalation
  • Strong communication skills with external customers as well internal team members and Team Leads
  • Strong computer skills including experience with Google Doc and Google Sheets or similar programs
  • Maintains confidentiality of proprietary information
  • Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
  • High degree of initiative, self-motivation and ability to motivate others
  • Ability to establish and maintain cooperative working relationships with Team Members and colleagues
  • Flexibility to work hours outside of shift and overtime when necessary 

Not Required but Nice to Have!

  • Google Suite experience 
  • Salesforce and / or Magento experience
  • Not required to have pets but highly recommended! 

Benefits & Purrks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

  • Premium Medical/Dental/Vision insurance
  • Life Insurance
  • PTO
  • 14 Paid Holidays
  • Paid Parental Leave
  • 401K with 4% Match
  • Flexible Work Arrangements
  • Top of the line equipment

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.