Customer Experience Associate

Customer Experience Associate

Ollie is dedicated to improving the lives of pets and their parents by providing human-grade, freshly-cooked pet food delivered directly to customers' doors. We are looking for passionate individuals to join our growing team and contribute to a company culture that values its work and its team members.

About the Role

Join the Ollie Canine Care team as a Customer Experience Associate. In this remote role, you will be instrumental in creating a world-class, genuinely kind, and anticipatory customer experience. You will help meet the wellness needs of dogs and their parents, ensuring a seamless journey from order to bowl. This position reports to the Customer Experience Shift Manager.

Key Responsibilities

• Represent the Ollie brand voice across all customer interactions.
• Deliver a memorable customer experience to foster long-term relationships with pets and their parents.
• Manage customer relationships through various channels, including email, phone, and our order management system.
• Accurately track and monitor customer feedback and interactions.
• Contribute to initiatives aimed at achieving our vision of a world-class customer experience.
• Support the development of agents in their Key Performance Indicators (KPIs), roles, and career growth.
• Develop and lead projects to enhance the Ollie experience within Canine Care and beyond.

About You

• Pet-Centric: You have a deep love for dogs and approach every interaction with empathy and understanding.
• Patient Communicator: You leverage your knowledge and strong written and oral communication skills to provide clear and helpful answers to customer inquiries.
• Adaptable & Resourceful: You enjoy finding creative solutions to challenges and are comfortable working within guidelines.
• Problem Solver: You are energized by identifying the root cause of issues and implementing effective solutions.
• Enthusiastic: You bring a positive attitude and a love for sharing in the joy of pet ownership.

Requirements

• Bachelor's Degree from an accredited four-year college or university.
• Previous experience in customer-centric roles (e.g., retail, food service).
• Experience with pets or health foods is preferred.
• Experience with Gladly or a similar customer service platform is a plus.
• An interest in working in a pet-friendly, fast-paced environment.

What We Offer

• Competitive hourly salary with annual bonus potential.
• Sponsored 401k program with an employer match up to 4%.
• Comprehensive health coverage, including medical, dental, and vision.
• Paid parental leave.
• 1-week "paw-ternity" leave for new dog parents.
• An Ollie subscription for one dog.
• The opportunity to work with inspiring team members.

If you are passionate about pets and dedicated to providing exceptional customer experiences, we encourage you to apply. Please mention the word EXCEEDED and tag RMy4yMzMuMjQ1Ljc= in your cover letter to show you have read this job post completely.