Product Specialist (Tuesday-Saturday Shift)
Auburn Hills, MI Customer Experience
Description

Whisker 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 500+ passionate team members.

Summary:

The Product Specialist provides “top-notch service to our Whisker customers, utilizing knowledge of products, processes and commonly used customer service concepts. The Product Specialist will communicate with our customers via support platforms such as phone and chat.

The schedule for this position is: Tuesday-Saturday, 10:00am-6:30pm EST.

What You'll Do:

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

  • Provides best-in-class customer service, solutions, and product information to our customers from inbound and outbound customer support platforms - phone and chat
  • Manages inbound calls and customer communication within outlined KPIs
  • Contributes to the weekly team meetings
  • Specializes in assisting customers in troubleshooting their Litter-Robot and Feeder-Robot
  • Offers customers technical support for our mobile app, including onboarding, connectivity concerns
  • Provides insight into how customers feel about our products, what troubleshooting issues are trending
  • Participates in devising unique solutions based on customer experience with how our products are used in their home environment all over the world
  • Will perform additional responsibilities when required


Requirements

 What You'll Bring:

  • HS Diploma
  • 3+ years of customer service experience
  • Excellent verbal, written, and interpersonal communication skills
  • Experience with data entry and order entry
  • Ability to multitask and prioritize
  • Must be a team player
  • Strong computer skills, including experience with spreadsheets, documents, word processing 
  • 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 provide a working atmosphere that is positive and productive
  • 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:

  • 2+ years of help-desk or customer service experience
  • Google Suite experience 
  • Salesforce experience
  • 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
  • Paid parental leave
  • Whisker Parents Program
  • 1 day "pawternity" leave for new pet adoption
  • Pet Insurance 
  • 401K match
  • Flexible spending accounts 
  • Company-paid short-term disability and life insurance
  • Employee Assistance Program (EAP)
  • Generous paid time off
  • 14 Paid Holidays
  • Top of the line equipment
  • Pet-friendly office
  • Whisker products and swag
  • Continuing education Support
  • On-site gym with Peloton
  • Referral program

Statement of Inclusivity: 

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

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status. 


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