[Remote] Customer Experience Associate

Note: The job is a remote job and is open to candidates in USA. Koala Health is on a mission to simplify pet healthcare and create joyful experiences for pet owners and veterinarians alike. As a Customer Experience Associate, you’ll be the friendly voice and helpful hand behind every customer interaction, assisting with order updates and managing questions across multiple channels.

Responsibilities

• Assist customers over the phone and email with product and service questions
• Manage both inbound and outbound calls and emails
• Proactively identify solutions to questions you anticipate our pet owners have in each interaction
• Take a hands-on approach to resolving every issue, owning it from start to finish
• Provide a best-in-class service experience for our customers while working in a fast-paced environment
• Provide our customers with technical support when navigating our website
• Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

Skills

• High school diploma or equivalent
• 6+ months of professional experience working with computer and web based tools
• 1+ years of customer service experience or Veterinary care experience
• Ability to work 9:30am - 6pm ET, Monday - Friday
• Comfortable with virtual environments, including phone contact with customers for the duration of your shift
• Excellent communication skills (spoken and written)
• Broadband internet connection either through DSL, cable or fiber to home (FiOS or FiberOptic) with minimum internet speed of 10 mbps download and 5 mbps upload contracted speed
• Ability to work in a home environment that is private and free of distractions and to be able to devote full attention to the customer during work hours
• 2+ year of relevant phone or email customer service experience
• Experience working virtually
• Experience working in Veterinary/Pet care
• Demonstrated ability to work as a team member
• Animal lover - Not required, but definitely a plus

Benefits

• Medical, dental, and vision insurance with partial dependent coverage
• Generous PTO
• 401(k) plan

Company Overview